Duty Manager – IT Helpdesk

Sofia 11.06.2021
Enterprise Technical Support Engineer with English

Opened in 2008 in Sofia, Sutherland Bulgaria is a multi-lingual customer service hub and has since grown to more than 2800 employees in four cities – Sofia, Plovdiv, Burgas, and Varna. Our local team of professionals provides technical support and customer service in more than 16 European languages.

The position of Duty manager requires a strong leader able to execute Customer relationship management, reactive escalations management, and cross-functional coordination. A major component of the role will be accurate framing, documentation, and movement of escalation issues in a duty manager capacity. Collaboration and coordination with remote technical call center location Support managers are also critical to the success of this position.


  • Experience in escalation management and conflict resolution
  • Excellent ability to listen to and understand customer frustration points and translate them into positive outcomes
  • Team-oriented with the goal of collaboration on the customer’s behalf
  • Experience in the storage industry is desirable
  • Strong organization skills with the ability to multi-task in high-stress situations
  • Exceptional written and verbal communications skills

Duty Manager shall have some experience or exposure to:

  • Customer support and working with customers in high-stress situations on complex problems
  • Process and methodology to solve broad issues
  • Escalation Management and associated escalation support processes
  • Fundamental understanding of data storage technologies and surrounding infrastructure
  • Understanding of general network architectures including the roles of routers, switches, and protocols
  • Microsoft Enterprise operating systems and applications

At Sutherland you can enjoy:

  • An excellent remuneration package with benefits such as food vouchers, compliment cards, multisport card, additional health & life insurance, and much more
  • Regular work hours (Monday – Friday)
  • Career development opportunities
  • Work from home option

Apply Now And Start Your Sutherland Career