Technical Support Manager

Job Summary

Leading a high-performing team of Tier 1 and Tier 2 Technical Support Analysts, the full-time Manager, Technical Support will develop talent, manage operational projects, and ensure premium customer service for enterprise clients in a remote setting.

Key responsibilities

• Serve as a mentor and coach, transforming technical analysts into empathetic customer advocates
• Conduct performance reviews and manage team growth through regular one-on-one sessions
• Oversee operational projects and optimize support delivery processes for improved efficiency

Required qualifications

• Proven experience managing and developing technical talent focused on customer advocacy
• Experience leading project workstreams and collaborating on global initiatives
• Strong familiarity with Knowledge-Centered Service (KCS) frameworks
• A degree in CIS, MIS, Computer Science, or equivalent practical experience
• Extensive experience supporting enterprise-level clients with a dedication to high-touch customer service