Technical Customer Support Manager

We are searching for a stellar Technical Customer Support Manager to join our product team.
This hands-on leader will oversee a team of system support representatives to provide enterprise-level technical assistance to our customers and internal users across East Africa.
Essential qualities for this role include obsessive attention to detail, effective written and oral communication across a variety of roles, and technical abilities to address reported issues directly.
The System Support Manager is the person ultimately in charge to make sure that technical issues are raised and resolved in a structured and timely manner to achieve the highest possible level of customer satisfaction as well as internal team efficiency.
Location: This role may be based out of any one of our following major offices:

Nairobi, Kenya
Dar es Salaam, Tanzania
Kampala, Uganda
Kigali, Rwanda

Duties & Responsibilities:

Manage and further continue to grow a team of system support representatives across East Africa
Continually improve & implement tools and processes for issue tracking and resolution
Research and identify solutions to software and hardware issues by querying databases and other systems
Ask users targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk users through a series of actions, either via phone, email or chat, until they have solved a technical issue
Properly escalate unresolved issues to appropriate technical teams
Document technical knowledge in the form of knowledge bases and user manuals

Requirements:
The successful candidate will possess:

Extensive hands-on experience with technical support in an agile software environment
Experience in managing teams of technical or customer support oriented staff
Track record of devising & implementing robust processes that prevent any technical issues/bugs from falling between the cracks.
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
SQL database querying, web and/or mobile coding experience strongly preferred