Technical Support Manager

Role Overview

• Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
• Defines the scope of work of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.
• Provides services across standard, specialized, or complex systems, and may take on roles involving project leadership, management, sponsorship, or participation.
• Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse technical systems and processes.
• Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
• Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
• Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Requirements

• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 3-5 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
• Preferred Certifications: ITIL Certifications

Benefits

• Equal Opportunity Employer (EEO)
• Career development opportunities