Manager of Technical Support

Position Summary:

The Manager of Technical Support oversees our Technical Support teams in both daily operations and execution of longer-term initiatives. They elevate both the team as a whole and the individual team members while guiding and developing them to meet their goals. The Manager also acts as a mentor to the team leads and ensures that the team is performing at its highest level. They work with vendors and other teams during both the onboarding process as well as the ongoing relationship between Technical Support and those vendors.

Essential Responsibilities (includes, but is not limited to):

• Team Management

  • Monitor team performance based on KPIs.

  • Develop, refine, and maintain support SLOs and SLAs as well as their performance.

  • Perform 1:1s with team leads and individual team members.

  • Review both individual and overall team growth and employee development.

  • Collaborate and align with departments related to Technical Support.

  • Develop and manage the onboarding and training processes for new hires.

• Operations Management

  • Act as a major point in partner, vendor, and internal escalations.

  • Collaborate with leadership to develop, optimize, and document support processes.

  • Develop and manage quality of service processes aimed at improving the partner experience.

  • Monitor and manage the team’s overall ability to successfully deliver service - based on capacity, coverage, capability, and resource availability.

• Product and Vendor Ownership

  • Develop, refine, and manage the implementation of new products to be delivered to Technical Support.

  • Ensure Technical Support representation during vendor cadence call and product discovery calls.

  • Act as liaison between Technical Support teams and vendors to ensure both are meeting expectations.

• Knowledge Management

  • Ensure teams are properly equipped with the necessary information and tools.

  • Facilitate ongoing training for teams.

  • Drive Knowledge Base content generation and creation.

Ideal Skills, Experience, and Competencies:

• At least eight (8) years of experience providing direct customer facing support.

• At least three (3) years of experience as a manager or leader of a team delivering technical support.

• Ability to build and develop teams high functioning support teams an identity that brings forward their diverse skills and perspectives to achieve common goals.

• Strong communication skills, written and verbal.

• A proven ability to enter incident escalations and defuse situations where partners and/or customers may be dissatisfied.

• Ability to manage accountability and maintain a quality standard.

• Ability to identify work that needs to be done while delegating or performing related tasks as needed.

• Strong understanding of troubleshooting concepts as well as an understanding of cloud technologies and Pax8’s service offerings.

• Ability to work and collaborate with stakeholders from other departments and vendors to meet common goals.

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience.

• Certification in Microsoft products and/or Services preferred but not required.

Compensation:

• Qualified candidates can expect a salary beginning at $100,000 or more depending on experience

Expected Closing Date: 08/05/24

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