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.