Senior Technical Support Manager

5 days ago


Rockville, Maryland, United States fusionSpan Full time
About the Role

fusionSpan is a fast-paced, high-energy global firm with a highly motivated team. We are seeking an experienced Senior Technical Support Manager to lead and manage our Tier 1 and Tier 2 support teams.

Job Description

This role will experience high work demands under tight timelines requiring a flexible and adaptable approach to daily priorities. As a Senior Technical Support Manager, you will be responsible for guiding and mentoring your team members, optimizing support processes, and driving continuous improvement initiatives to enhance the overall effectiveness of our support operations.

You will lead, coach, and mentor a team of technical professionals, fostering a collaborative and high-performance team culture. This includes setting clear performance expectations and KPIs, regularly monitoring performance, and providing feedback to drive continuous improvement.

In addition, you will allocate resources effectively to ensure adequate coverage and support for customer inquiries and technical issues across Tier 1 and Tier 2 support levels. You will also coordinate staffing schedules, vacations, and other time-off requests to maintain operational efficiency and meet service level agreements (SLAs).

As a key member of our support team, you will identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and enhance the customer support experience. You will collaborate with cross-functional teams, including product development and customer success, to implement process improvements and drive alignment with organizational goals.

This role requires strong leadership skills, technical proficiency in software support and troubleshooting, and excellent communication and interpersonal skills. You should have a proven track record of driving process improvements, optimizing workflows, and delivering results in a fast-paced and dynamic environment.

Requirements

We are looking for a candidate with:



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