Join our dynamic team at IC Markets as a Technical Support Manager and help shape the future of FinTech innovation. This full-time, on-site opportunity based in Limassol offers you the chance to make a real impact in a fast-paced and forward-thinking environment. Apply now and take the next step in your career with us!
Who We Are:
IC Markets , a global leader in trading with over 15 years of success, a strong international presence, and a team of skilled professionals, remains at the forefront of financial technology innovation. As an agile company that values growth and collaboration, we offer an exciting opportunity to be part of a dynamic industry where innovation meets excellence.
What You’ll Do:
We are seeking an experienced Technical Support Manager to lead and continuously improve our Technical Support function in a 24/7, business-critical environment. The role is responsible for service stability, incident management, and operational excellence, acting as a key link between IT teams and the business.
What We’re Looking For:
- Lead and manage the ITSM / Technical Support function, ensuring consistent service quality, accountability, and operational discipline
- Own and operate ITSM processes, including Incident, Problem, Change, and Service Request Management, in alignment with organizational standards
- Act as the primary operational escalation point and lead major incident management, including coordination, communications, and post-incident reviews
- Ensure SLA and OLA compliance, driving timely resolution of critical and high-impact issues
- Provide clear, structured, and executive-ready reporting to the Head of IT Operations, including real-time situational updates, trends, and root cause analysis
- Manage team performance through regular coaching, mentoring, and development planning to maximize individual and team effectiveness
- Drive continuous service improvement through problem management, RCA, and process optimisation initiatives
- Collaborate closely with Infrastructure, Security, Engineering, and Platform teams to ensure end-to-end service stability and efficient escalation paths
- Maintain and enforce high-quality documentation, runbooks, and knowledge base articles
- Monitor service performance, track KPIs, and proactively communicate service risks, issues, and improvement opportunities
Qualifications:
- 5+ years of experience in IT Support / IT Operations, with at least 2 years in a Team Lead or Manager role
- Strong working knowledge of ITSM / ITIL practices and operational service management frameworks
- Experience managing support operations in high-availability, 24/7, or regulated environments
- Hands-on experience with ITSM tools (e.g. Jira Service Management, ServiceNow, or equivalent platforms)