Manager, Technical Support 24N25

The Manager of Technical Support is a vital leadership role responsible for directing and overseeing the technical support team to ensure the delivery of top-notch customer service and support. This managerial position involves supervising a team of skilled technical support specialists, ensuring their productivity, and maintaining high service levels. The person in this role will work closely with other departments to improve service delivery and will be accountable for monitoring operational performance and efficiency. The primary objective is to ensure rapid and effective assistance to clients, resolving their technical problems to enhance customer satisfaction. This role requires exceptional problem-solving skills, a keen ability to handle stressful situations, and a proactive approach to managing team dynamics and customer interactions. The Manager of Technical Support will also play a critical role in developing strategies to enhance support operations and align them with the organization's growth objectives.

Responsibilities

• Oversee daily operations of the technical support team to ensure high-quality service.
• Coordinate with other departments to align strategies and improve customer service delivery.
• Develop and implement policies and procedures to enhance technical support efficiency.
• Lead, mentor, and manage the technical support team to optimize performance and morale.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Ensure timely and effective resolution of customer technical issues and escalations.
• Create performance reports and present these to senior management for review and action.
• Stay updated on the latest product developments and technological advances in the industry.
• Establish and manage key performance indicators (KPIs) for the technical support team.
• Participate in hiring and training of new technical support staff to ensure team growth.
• Design and implement continuous improvement initiatives for enhanced support processes.
• Handle escalated customer concerns and drive resolution to maintain customer satisfaction.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support or customer service management role.
• Exceptional leadership and team management skills with a results-driven approach.
• Strong problem-solving abilities and capacity to manage complex customer issues.
• Excellent communication and interpersonal skills to interact effectively with clients and team.
• Experience with CRM software and remote support tools is highly desirable.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.