Senior Manager, Technical Support Operations

1 week ago


Lowell, Massachusetts, United States UKG Full time
About the Role

We are seeking a highly experienced Senior Manager to lead our Technical Support team. As a key member of our Support Leadership team, you will be responsible for driving the delivery of exceptional customer experiences across our technical support services.

Key Responsibilities
  • Lead a team of technical support managers and teams to provide world-class customer service in a fast-paced, high-volume environment.
  • Develop and implement strategies to enhance the support center's operations, aligning resources, projects, and training to ensure customer satisfaction and improve effectiveness and efficiency.
  • Create an environment that promotes the development and growth of managers and team members to a sustained high level of performance.
  • Interface with other technical teams and customers directly to provide total customer satisfaction.
  • Manage and analyze team metrics to understand the business, make necessary decisions, and predict future needs.
  • Identify and implement process improvements to increase team efficiency, effectiveness, and the customer experience.
  • Ensure adherence to established support processes and best practices to ensure expedited resolution of issues and positive customer experiences.
  • Provide regular management updates and reports on team performance to the Support Leadership team.
Requirements
  • 5+ years of experience leading technical resources in a technical support environment and driving strong results.
  • Strong knowledge of technical product support and the underlying technologies.
  • Excellent customer service skills and a demonstrated track record in communicating with customers, instilling confidence, and building strong customer and internal partner relationships.
  • Strong leadership, teamwork, influencing, mentoring, and coaching skills.
  • Experience with reporting and using data to make decisions.
  • Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills.


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