Description

The Technology Support Manager is responsible for leading a team of Support Analysts to deliver outstanding technical support to our customers. The ideal candidate will have a strong technical background, exceptional problem-solving skills, and a passion for mentoring others. This role is critical in ensuring our support team delivers outstanding service with prompt, effective solutions to customer inquiries and technical challenges.

• Team Leadership and Development
• Recruit, train, and mentor team members to foster a positive, collaborative team environment.
• Conduct performance evaluations, provide constructive feedback, and support professional growth.
• Ensure team members are trained on the latest technologies and product updates.
• Conduct regular one-on-ones to review workload, challenges, and development needs.
• Facilitate career path planning and identify skills for advancement.
• Recommend and coordinate training on new technologies, tools, and processes.
  
  
• Operations Management
• Oversee the daily operations of the technical support team to ensure timely resolution of support tickets.
• Develop and implement policies and procedures to enhance efficiency and service quality.
• Identify opportunities for process improvements and innovation within the support function.
• Track and analyze support metrics to drive improvements. Report KPIs like response time, resolution time, and CSAT.
• Communicate support trends, challenges, and successes to upper management.
• Actively monitor Contact Center queues to keep work within SLA; ensure prompt assignment and continuous progress.
• Review ticket quality for accurate titles, clear descriptions, and complete resolutions that meet documentation standards.
• Coordinate schedules and resources to maintain 24/7 coverage across time zones.
• Document, review, and improve SOPs with a continuous improvement mindset.

• Customer Support & Escalation
• Serve as an escalation point for complex or unresolved issues, ensuring high-quality customer service; on-call during major incidents
• Analyze support trends and implement proactive solutions to common customer issues.
• Follow up on customer survey feedback, address service gaps, and close the loop with customers.
• De-escalate challenging customer interactions using active listening, empathy, and clear communication; engage internal resources when needed.

Education and Experience:

• Associates degree or equivalent experience required.
• Bachelor's degree in a technical field is preferred.
• Proven experience in a technical support or customer service role, with at least 2 years in a leadership position.

Skills and Abilities:

• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Ability to analyze data and implement data-driven improvements.
• Strong customer service orientation and commitment to customer satisfaction.

Travel:

• Up to 20% travel

Standard and Physical Requirements: 

• Position involves sitting long periods, standing, manual dexterity, stooping, bending and minimal lifting 

Alliance Team Members Demonstrate DRIVE:  

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective.  
• Innovative: Always looking for a better way; leads change. 
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility. 

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