Product Support Manager – Healthcare Solutions

About the role

We are looking for a Product Support Manager to lead our production support team in Agadir. The role oversees solution‑related service requests, incident resolution and application maintenance, ensuring high‑quality service and client satisfaction.

Key responsibilities

• Manage a team that investigates service requests, resolves incidents and performs application maintenance.
• Track all support phases and ensure compliance with quality standards and SLAs.
• Prioritize and schedule work resources to meet operational targets.
• Act as an escalation point for complex issues and lead the team toward measurable objectives.
• Participate in on‑call rotation and travel up to 20% as required.
• Maintain a full‑time presence in the Agadir office (5 days per week).

Required profile

• Bachelor’s degree in IT, Healthcare or a related field, or equivalent experience.
• Minimum 5 years of experience in Healthcare IT or Life Sciences.
• At least 3 years of people or matrix management experience combined with customer‑service experience.
• Minimum 2 years of direct customer‑service experience.
• Fluent English communication skills.

Required skills