Technical Services Manager

Job Summary

A company is looking for a Manager, Technical Services to lead its Tier 1 Support team.

Key Responsibilities

• Lead and manage a team of 10+ Tier 1 Technical Service agents
• Oversee daily operations, including staffing, escalations, and performance management
• Monitor KPIs and use data to identify trends and drive improvements

Required Qualifications

• 5+ years of experience managing a Technical Services team in a technical support environment
• Strong understanding of workforce management and scheduling
• Experience leading large meetings with executive management
• Proven track record of leveraging data to improve performance
• Familiarity with G-suite, Office, and other presentation tools; experience with Zendesk, Netsuite, and Salesforce is a plus