Senior Support Manager

5 days ago


Hicksville, New York, United States Tek Experts Full time

About Us

Tek Experts is a technology services and support company that delivers specialized solutions to clients worldwide. We are problem solvers, engagers, and creative thinkers who strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive.

Job Overview

We are seeking an experienced Senior Support Manager to join our Azure Platform Technical Support (APTS) team. The successful candidate will manage a team of technical experts, provide exceptional customer service, and drive business growth.

Responsibilities

  • Manage a team of 15-20 technical support engineers to ensure exceptional customer service across technical service lines.
  • Support the personal development of your team through training and coaching.
  • Act as primary escalation point for team operational issues and customer delivery management.
  • Provide accurate and timely communication to all stakeholders in a customer support issue.
  • Monitor KPIs to ensure proper business delivery.
  • Review processes and workflows to diagnose areas of improvement and propose improvement plans where gaps are found.
  • Share updates and reports with management.
  • Own, monitor, coordinate, and manage all escalated cases.

Requirements

  • 3-5 years of experience in technical support, software support, IT operations, and/or infrastructure support, with 1-2 years of experience managing teams.
  • Higher-level education in a technical discipline or related certification is preferred.
  • Experience in supporting cloud-based technologies is preferred.
  • Excellent knowledge of technology-based environments and solutions is required.
  • Certification in MS Azure, MCSE, CCNP, Linux, or one of the core team technologies is preferred.

What We Offer

  • A competitive salary range of $120,000 - $180,000 per year, depending on experience.
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off.
  • Ongoing training and professional development opportunities.
  • A collaborative and dynamic work environment.


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