Technical Support Manager Job Description
Job summary 1
The Company is seeking a Technical Support Manager who is a services expert focused on building internal/external relationships while delivering exceptional results. This role works collaboratively across the services organization, sales, operations, and admin to drive the performance of the team forward in tandem with world-class customer results and satisfaction. There are two key aspects of this function – delivering value to our customers through your team and managing team initiatives to move business results forward.
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Job summary 2
We are seeking a talented individual to join our team as a Technical Support Manager. This position is directly responsible for the overall operation of the Technical Support Department, both online representatives and off-line staff including technology project managers and product support specialists. This position is directly responsible for the daily productivity as well as the profitability of Technical Support.
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The Technical Support Representative (TSR) Manager is the direct manager of highly skilled technicians who support a technical infrastructure that will assist others to bring their work to completion effectively and efficiently. The TSR Manager is accountable for the successful results of Desk Side Support work.
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Job summary 4
In this Technical Support Manager role you will manage a team that is accountable for overall partner experience by assisting our resellers with their billing, order placement, and technical inquiries. Your team will take service requests by phone, email, and instant-chat messages. In this role, you'll leverage your technical expertise and passion for outstanding customer service to assist and enable your team to answer questions and troubleshoot technical issues.
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The Technical Support Manager will be responsible for providing timely support of end user and branch hardware and other requests. They will provide oversight and participate in all aspects of Technical Support. Leads, coaches, and mentors the Technical Support team. Oversight of escalations, quality control, and ticket analytics and providing technical leadership within the organization. Provide maintenance of the end user and branch compute environment by analyzing requirements, resolving problems, and installing hardware or software solutions. Partnership and support of the other Technology Teams, Bat Phone, and the Training Department. They will ensure the overall IT team is always providing a stellar support experience for our large and growing user and member base. Travel to various locations is required. Saturday hours are required.
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The Technical Support Manager is the thought leader of the tech support team. They will act as a guiding force to ensure that Company is providing top-quality customer services to our clients. The Technical Support Manager will lead, manage, and maintain all activities related to customer troubleshooting and support including leading and motivating a team of staff to ensure they're giving the best customer service possible while handling queries and complaints from both internal and external customers.
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The Technical Support Manager is responsible for the first line of response on all technical support and related communications internally and externally as related to after-sales support. Manages all programs necessary to source, document and disseminate maintenance and problem-solving knowledge for internal and external personnel.
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Job summary 9
We’re looking for a Technical Support Manager who has experience working with client-facing teams as well as Product and Engineering teams to ensure customer escalations are handled optimally. This role manages a team of technical support specialists who enable customers and internal teams with a focus on technical and product acumen and judgment. This role works across leadership and stakeholders to ensure customer issues are resolved in a timely and customer-first way and provides excellent coaching and mentoring to the Technical Support team.
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Job summary 10
We are looking for a Technical Support Manager.
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Frequently asked questions
What Is The technical support manager?
A Technical Support Manager is a professional who oversees and manages a team of technical support personnel responsible for providing assistance and resolving technical issues for customers or internal users. They play a crucial role in ensuring the effective delivery of technical support services and maintaining customer satisfaction. Here are some key aspects of the role of a Technical Support Manager:
Team Management: Technical Support Managers are responsible for leading, managing, and mentoring a team of technical support specialists or engineers. They provide guidance, set performance goals, conduct performance evaluations, and support the professional development of team members.
Service Delivery: They ensure the delivery of high-quality technical support services to customers or internal users. This involves establishing service level agreements (SLAs), monitoring and analyzing key performance indicators (KPIs), and continuously improving the efficiency and effectiveness of the support team.
Customer Relationship Management: Technical Support Managers are often the point of escalation for complex or critical customer issues. They manage customer relationships, communicate with customers, and work to ensure customer satisfaction by addressing concerns, providing timely updates, and resolving issues in a satisfactory manner.
Process Improvement: They drive process improvement initiatives to optimize technical support operations. Technical Support Managers assess existing support processes, identify areas for improvement, and implement changes to enhance efficiency, effectiveness, and customer experience.
Resource Allocation: Technical Support Managers allocate resources effectively to meet customer demands and achieve service level targets. They assess workload, assign tasks, and manage scheduling to ensure appropriate coverage and efficient utilization of the support team's skills and capacity.
Technical Expertise: They possess a strong technical background and understanding of the products or services being supported. Technical Support Managers should be knowledgeable about the company's technology stack, industry trends, and best practices to provide guidance and support to the team.
Collaboration with Other Departments: Technical Support Managers collaborate closely with other departments, such as product development, quality assurance, and sales, to ensure effective cross-functional communication and resolution of customer issues. They serve as a liaison between the support team and other departments to address technical matters and provide input for product improvements.
Training and Development: Technical Support Managers are responsible for training and developing their team members. They identify training needs, organize training sessions, provide coaching, and ensure that the team members have the necessary skills and knowledge to handle customer inquiries and technical issues effectively.
Reporting and Analytics: They generate and analyze reports on technical support performance, including customer satisfaction, response times, ticket resolution rates, and other metrics. Technical Support Managers use these insights to identify trends, make data-driven decisions, and implement strategies for continuous improvement.
Crisis Management: In times of system outages, critical incidents, or escalated issues, Technical Support Managers play a key role in coordinating the response and ensuring timely resolution. They maintain composure under pressure, communicate effectively, and work with internal teams to minimize impact and restore services as quickly as possible.
Overall, a Technical Support Manager is responsible for leading and managing the technical support team, ensuring the delivery of excellent customer support, driving process improvement, and maintaining a high level of technical expertise within the organization.
What Does A technical support manager Do?
A Technical Support Manager is responsible for overseeing and managing the technical support team and ensuring the efficient delivery of technical assistance to customers or internal users. Their role involves a range of responsibilities and tasks. Here are some key aspects of what a Technical Support Manager typically does:
Team Management: Technical Support Managers lead and manage a team of technical support specialists or engineers. They hire, train, mentor, and evaluate team members, ensuring they have the necessary skills and resources to provide effective technical support.
Service Delivery: They are responsible for ensuring the delivery of high-quality technical support services. Technical Support Managers establish service level agreements (SLAs), monitor key performance indicators (KPIs), and implement processes to ensure prompt and efficient resolution of technical issues.
Customer Support: Technical Support Managers oversee the team's interactions with customers or internal users. They may handle escalated customer inquiries or complaints, provide guidance on complex technical issues, and work to ensure customer satisfaction.
Process Improvement: Technical Support Managers continuously evaluate and improve support processes to enhance efficiency and effectiveness. They identify bottlenecks, streamline workflows, and implement best practices to optimize technical support operations.
Resource Management: They allocate resources effectively to meet customer demands and service level targets. Technical Support Managers assess staffing needs, assign tasks, and manage scheduling to ensure appropriate coverage and optimal utilization of the team's skills and capacity.
Technical Expertise: Technical Support Managers possess strong technical knowledge and understanding of the products or services being supported. They stay updated on industry trends, emerging technologies, and product enhancements to provide guidance and support to the team.
Collaboration with Other Departments: Technical Support Managers collaborate with other departments, such as product development, quality assurance, and sales. They work closely with these teams to provide insights into customer issues, coordinate bug fixes or feature requests, and contribute to the overall improvement of products and services.
Training and Development: They are responsible for the training and development of the technical support team. Technical Support Managers identify training needs, organize training sessions, provide coaching, and foster a learning culture to enhance the team's skills and knowledge.
Reporting and Analytics: Technical Support Managers generate and analyze reports on technical support performance. They track metrics such as response times, ticket resolution rates, customer satisfaction, and team productivity. These reports help identify areas for improvement and guide decision-making.
Crisis Management: In times of system outages, critical incidents, or major technical issues, Technical Support Managers play a key role in crisis management. They coordinate the response, communicate with stakeholders, and work with cross-functional teams to resolve the issue and minimize customer impact.
The specific tasks and responsibilities of a Technical Support Manager can vary depending on the organization, industry, and size of the support team. However, their main focus is on leading and managing the technical support function to ensure the provision of high-quality technical assistance and excellent customer service.