Technical Support Manager

  •  

San Diego, CA

Industry: Technology

  •  

5 - 7 years

Posted 7 days ago

  by    Karoline Marques

Job Description

We are looking for energetic, fun, hardworking, client focused, tech savvy, leader to inspire, grow and create a high accountability/high trust environment for our team.

Education & Experience

  • Associated Degree in a relevant field or equivalent experiencerequired
  • 2+ years' experience managing a client-facing technical support, customer service, or help desk team required
  • 4+ years' experience in an IT related field required
  • IT certifications preferred (Network+, CCENT, etc.)
  • Networking hardware and/or VoIP configuration experiencepreferred
  • Candidates must have a valid California driver's license and proof of vehicle insurance. Must be able to utilize personal vehicle to travel to perform required work.

Qualifications & Key Skills

  • Process knowledge and experience leading client-facing technical support, client service, or help desk team
  • Organize and lead your team to meet technical support commitments
  • Resolve conflicts and dependencies blocking team delivery
  • Facilitate development and knowledge sharing processes, personal growth within the team
  • Work with the team to continually improve processes and policies in order to deliver high-quality client experience
  • Help attract and retain a team of highly skilled technical support team, direct and evaluate their work, and provide feedback/feedforward and guidance to ensure they are productive and continually improving
  • Concise and professional written and oral communicator, giving the right amount of information at the right time at multiple levels
  • Knowledge of how software development works. You need not be very technical yourself, but you should be able to understand, speak, and live within a software development environment.
  • Ability to manage multiple ongoing work streams and frequently adjust priority, especially during periods of increased work demands
  • Well organized and highly detail-oriented, with effective time management skills
  • Ability to facilitate open communication among differing personalities and work styles
  • Demonstrable interpersonal and team building skills, working with technical and non-technical individuals at various levels of management and non-management positions
  • Must have a commitment to supporting clients' success
  • Must have a understanding of how the loss of our service impacts clients and their ability to perform business
  • Possess a passion for learning and instituting industry-leading support tactics and best practices

Responsibilities:

  • You will be a servant leader and will use your outgoing personality and tech savviness to ensure customer satisfaction and inspire the Tech Team
  • Administer overall ticket queue to ensure the efficient assignment, ongoing work, and resolution of client requests
  • Ensure the Technical Support team maintains a high degree of ownership when interfacing with clients and vendors
  • Provide mentorship, support, and training for team members to foster ongoing professional growth
  • Identify opportunities and then lead strategic initiatives that promote an improved client experience
  • Develop and implement processes and procedures to improve departmental efficiency
  • Create and update documentation for departmental procedures and processes
  • Create, edit, and manage documentation related to client configurations
  • Review and analyze client tickets to identify trends and staff performance in order to accurately report to Management
  • Track and analyze staff performance and client activity to provide reliable reporting, metrics, and analytics
  • Investigate and work to resolve escalated customer and vendor problems and complaints as needed
  • Submit tickets on behalf of the company to vendors and implement recommended changes as needed
  • Lead team meetings to promote unified team communication and understanding
  • Maintain work schedule for Support team to ensure proper coverage during business hours as well as on-call rotation to ensure proper coverage after hours
  • Conduct formal evaluations and informal meetings with team members to provide ongoing feedback regarding job performance
  • Assist in the hiring of new team members by performing initial technical screenings, conducting formal interviews, and partnering with People & Culture and Management teams
  • Responsible for mass client communications as well as the creation, maintenance, and distribution of the company's Disaster Recovery (DR) packet

Salary

$80K - $100K