As a technology leader in a future-focused group of companies — including Pulse Point, VibeSync Support, Mountain Breeze, and— Next Gen Technology is at the forefront of digital innovation. We don’t just build software — we craft smart, scalable solutions that power business success. If you’re passionate about cutting-edge tech, creative problem-solving, and real impact, this is where your next big opportunity begins.

Why We Need You

We are seeking an experienced Service Desk Manager to lead our B2B service desk team in Tbilisi. This is a hands-on leadership role responsible for ensuring timely and high-quality support to our business clients, driving continuous improvement across processes, and building a strong customer-focused culture.

You will oversee day-to-day ticketing operations, coach a team of 20+ support professionals, and work closely with incident and problem management leaders. This role is essential for scaling our B2B support offering as our business grows and ensuring a seamless customer experience.

What You’ll Be Doing

• Lead and manage all daily operations of the Service Desk, ensuring prompt, effective, and high-quality technical support for B2B clients.

• Monitor ticket queues, drive SLA compliance, and proactively manage potential breaches using Jira Service Management (JSM).
• Act as the primary escalation point for critical customer issues and service interruptions.
• Develop and document standard operating procedures and workflows for support operations, with a focus on continuous improvement.
• Coach, mentor, and develop the service desk team, fostering a collaborative and high-performing work environment.
• Partner closely with Incident and Problem Management teams to streamline handovers and incident response.
• Analyze service metrics and customer feedback, preparing reports and recommending actions to improve service quality and operational efficiency.
• Participate in major incident reviews and support root cause analysis as needed.
• Champion a customer-centric culture and promote best practices in communication and service delivery.

What You Bring to the Team

• Proven experience (5+ years) managing a technical support or service desk function, with at least 2 years in a B2B environment.
• Strong working knowledge of Jira Service Management (JSM), including ticket management, workflows, and reporting.
• Solid understanding of ITIL principles and incident/problem management; ITIL certification preferred.
• Demonstrated success in managing, motivating, and developing large support teams.
• Hands-on experience handling client escalations and driving service improvement initiatives.
• Excellent analytical, documentation, and communication skills.
• Fluent English (written and spoken) required.
• Practical mindset with a focus on operational excellence, continuous improvement, and customer success.

Preferred:

• Experience supporting international B2B clients in a technology or managed services environment.
• Previous participation in service desk transformation or scaling initiatives.
• Exposure to process automation or self-service portal development.
• Experience collaborating with geographically distributed teams.
  
  

Why You’ll Love Working With Us

• A culture of respect and belonging – We believe great work happens when everyone feels seen, heard, and valued.

• Inclusive and diverse environment – Different voices make us stronger. We celebrate who you are and what you bring to the table.

• Growth-driven mindset – Your development matters. We invest in your learning and career advancement every step of the way.

• Comprehensive health insurance – Your well-being comes first. Enjoy peace of mind with robust medical coverage.

• Fully covered meal expenses – Fuel your day with delicious meals, on us.

• Premium gym partnerships – Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners.
  
  

Due to the high volume of applications, our Talent Acquisition Team may not be able to respond immediately. However, shortlisted candidates will be contacted for the first interview within the coming weeks. We appreciate your interest and patience.

Privacy Notice – Processing of Personal Data

By submitting your application, you consent to the processing of personal data as defined under the Law of Georgia on Personal Data Protection. Next Gen Technology Georgia LLC (Company ID: 405733426) will process your data exclusively for recruitment purposes. Your data will be stored securely for a maximum of 3 (three) years. If at any point you wish to have your data removed from our systems before the standard retention period of three years, you may request deletion by contacting us at ta@nextgentech.com.ge . Upon receiving your request, Next Gen Technology Georgia LLC will ensure your data is securely and permanently deleted in accordance with applicable data protection laws.

Diversity & Inclusion Statement

At Next Gen Technology Georgia LLC, we are proud to be an equal-opportunity employer. We are committed to fostering an inclusive workplace where diversity is celebrated. We do not discriminate based on race, color, ethnicity, religion, gender, age, disability, sexual orientation, marital status, or political opinion. Employment decisions are based solely on merit, qualifications, and business needs.