Senior Manager, Technical Support

Senior Manager, Technical Support Job Description Template

Our company is looking for a Senior Manager, Technical Support to join our team.

Responsibilities:

  • Manage support operations – manage activities of 3rd party call center ensuring high quality and efficient support services;
  • Manage a team of 8+ members and over 50 support agents;
  • Develop and track key operating metrics;
  • Enable learners and partners to support themselves via the use of proactive training or self help centers;
  • Oversee and manage tools to deliver support at scale including ticketing, knowledge management, self help and customer feedback tools;
  • Ensure training and readiness for new product and service launches;
  • 3+ years experience building and managing a large technical support operation;
  • Experience with support tools including ticketing and knowledge management;
  • Incredible perseverance and drive, manifested in a strong work ethic and a willingness to roll up your sleeves and do whatever needs to be done;
  • 3+ years managing high performance teams;
  • Exceptional analytical, strategic, and problem-solving skills;
  • A passion for our mission, and achieving ambitious goals to bring high-quality educational experience to learners around the world.

Requirements:

  • Exceptional analytical, strategic, and problem-solving skills;
  • A passion for our mission, and achieving ambitious goals to bring high-quality educational experience to learners around the world;
  • Experience with support tools including ticketing and knowledge management;
  • Incredible perseverance and drive, manifested in a strong work ethic and a willingness to roll up your sleeves and do whatever needs to be done;
  • 3+ years managing high performance teams;
  • 3+ years experience building and managing a large technical support operation;
  • Technology/software/SaaS industry experience;
  • Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools;
  • Networking certifications a plus;
  • Bachelor’s degree;
  • Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity;
  • 5 years of experience with incident ticketing /tracking systems;
  • Master’s Degree;
  • 5-8 years of experience in a customer facing role;
  • 5 years of experience of managing customer service/technical support teams.