Technical Support Team Manager

3 weeks ago


Manheim, United States Brady Full time

We are seeking an experienced and highly motivated Technical Support Team Manager to lead and manage our technical support team. The ideal candidate will have a strong background in technical support, leadership experience, and a commitment to delivering exceptional customer service. You will be responsible for overseeing the day-to-day operations of the team, ensuring issues are resolved efficiently, improving processes, and developing team members' skills to meet the organization's goals and customer needs.

#LI-TT1

  • Lead and motivate a team of technical support and printer repair specialists to provide excellent customer service and timely issue resolution.
  • Monitor team performance and ensure adherence to service level agreements (SLAs) and quality standards.
  • Conduct regular one-on-one meetings with team members, providing feedback, coaching, and development opportunities.
  • Identify training needs and organize skill development sessions to improve team performance and technical knowledge.
  • Assist with recruitment, onboarding, and training of new team members.
  • Foster a collaborative and positive team environment, encouraging open communication and knowledge-sharing.
  • Oversee the daily operations of the technical support team, ensuring that all incoming support requests are logged, tracked, and resolved in a timely manner.
  • Ensure effective prioritization of tasks and issue escalations, balancing customer urgency with team capacity.
  • Review and analyze support tickets and reports to identify trends, areas for improvement, and recurring technical issues.
  • Ensure proper documentation of troubleshooting procedures and solutions for future reference.
  • Continuously review and improve support processes, workflows, and systems to enhance team efficiency and customer satisfaction.
  • Develop and implement strategies for reducing response and resolution times, improving first-contact resolution rates, and enhancing the overall support experience.
  • Collaborate with other teams (e.g., product, development, QA) to ensure a seamless handoff of technical issues and feedback.
  • Act as an escalation point for complex or critical issues, ensuring that customer concerns are addressed and resolved quickly and effectively.
  • Monitor customer feedback and satisfaction levels, using insights to improve service delivery.
  • Ensure the team maintains a customer-centric approach, communicating technical information in an understandable manner.
  • Generate and review performance metrics and reports (e.g., ticket volume, response times, resolution times) to assess team performance.
  • Provide regular updates and reports to senior management on team progress, challenges, and customer feedback.
  • Set and track team goals aligned with departmental and organizational objectives.
  • Work closely with other departments (Product, Development, Sales, etc.) to ensure customer issues are understood and addressed.
  • Participate in cross-departmental meetings to provide technical input and advocate for team needs.


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