Barden is delighted to partner with a pioneering global cybersecurity company in their search for a Technical Support Manager for their growing Cork team. This is a unique opportunity to lead a high-performing technical support function.
About the Role:
You will lead a team of 12 engineers, driving technical excellence while fostering a culture of continuous improvement. This is a hands-on leadership role (40% technical / 60% people leadership) with a strong emphasis on escalation management, stakeholder collaboration, and process optimisation.
"We’re looking for a leader who thrives in high-stakes environments - someone who can balance deep technical expertise with the ability to inspire a team. This role is critical to our mission: ensuring every customer feels supported, especially when challenges arise. If you’re passionate about cybersecurity, love solving complex problems, and want to shape the future of a global support function, this is your opportunity.”
– Senior Director
Key Responsibilities:
* Lead, mentor, and develop a talented technical support team.
* Own critical customer escalations - acting as a bridge between customers, engineers, and internal teams.
* Optimise support processes using data-driven insights (KPIs, CRM tools like Salesforce).
* Collaborate with Engineering to improve product supportability and customer experience.
* Participate in an on-call rotation (1x/month) and occasional travel.
About the Person:
* 8+ years in technical support/customer support leadership (cybersecurity or enterprise IT preferred).
* Deep networking expertise (routing, switching, VLANs, VPNs, WLAN).
* Proven ability to manage high-pressure escalations and build stakeholder trust.
* Proactive leadership style - you thrive on solving problems and elevating team performance.
* Strong communication skills - able to translate technical issues into business impact.
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