Manager, Technical Support Jobs

The Technical Support Manager will lead the technical support team and ensure smooth and efficient operations of technical support services for the organization. The successful candidate will oversee the team responsible for resolving technical issues and providing technical assistance to customers, employees, and vendors.
Tasks And Responsibilities
Lead, manage, and coach a team of technical support professionals to ensure exceptional customer service and timely resolution of technical issues
Develop and implement processes and procedures to improve technical support services and enhance customer experience
Ensure that technical support services are delivered within agreed service levels, standards and processes, and meet or exceed customer expectations
Manage and maintain technical support tools, systems and resources, including the helpdesk system, knowledge base, and other technical documentation
Monitor and analyze technical support metrics and KPIs to identify trends, areas for improvement, and opportunities to enhance the customer experience
Collaborate with other departments, including development, operations, and quality assurance, to resolve technical issues and improve product quality and reliability
Ensure technical support team members have the necessary technical knowledge and skills to support the organization’s products and services
Manage and prioritize technical support requests and escalations, ensuring that high priority issues are resolved in a timely and efficient manner
Develop and maintain technical support policies, procedures, and training materials
Manage technical support budgets and resources
Job Requirements
Bachelor’s degree in computer science, information systems, or related field.
5+ years of experience in technical support management or a related field.
Strong technical knowledge of software, hardware, and networking.
Excellent communication and customer service skills.
Strong leadership, coaching, and team management skills.
Strong analytical and problem-solving skills.
Ability to work under pressure and manage multiple priorities.
Experience With Helpdesk Software And Other Technical Support Tools.
Knowledge of ITIL and ITSM best practices.
A deep understanding of hardware, software, and networking concepts and technologies.
Demonstrated Skills
Experience managing technical support teams in a fast-paced environment.
Knowledge of customer service principles and practices.
Experience with incident management and problem resolution processes.
Ability to effectively prioritize and manage competing demands.
Strong Project Management Skills And Experience.
Demonstrated ability to work collaboratively with cross-functional teams.
Ability to communicate technical information to non-technical stakeholders.
Ability to develop and implement processes that improve efficiency, quality, and customer satisfaction.
Understanding of cybersecurity principles and practices.
Ability to plan, organize, and manage complex projects from start to finish.