Technical Support Manager

Description
Audio Enhancement provides cutting edge audio, video, communication, and safety-oriented technology solutions for the K-12 educational marketplace. With 40 years of experience, we remain passionate about helping students eliminate barriers to individual learning and collective achievement. Audio Enhancement is headquartered in West Jordan, Utah, and conducts business across the United States, with satellite offices in Florida, Georgia, and a growing number of other strategic locations nationwide.

We are currently seeking a full-time Technical Support Manager for our West Jordan, UT office.

This salaried administrative position will provide daily leadership of Audio Enhancement's Technical Support team, ensuring the department delivers outstanding customer service and technical solutions to a public education centric customer base. The Technical Support Manager has responsibility for daily operations, managing escalations, coaching and developing team members, and ensuring that service levels and performance metrics are consistently achieved. This role requires strong leadership, excellent communication skills including a positive, dynamic, and energetic attitude, and a deep understanding of IT systems and support practices. Ensuring a high level of measurable and successful support for customers is critical, as well as providing timely and creditable data to company leadership. This position reports to the Director of Technical Services.

Duties Include

• Effectively uses Salesforce KPI datasets and graphs for planning purposes and reporting to company leadership.
• Daily leadership over the Technical Support Department
• Management of daily schedules, performance, and accountability of Tech Support agents.
• Ensuring the high quality of Tech Support by developing training plans and providing appropriate resources to foster professional growth in both technical and customer service skills.
• Ownership of escalations from Tech Support Supervisor
• Responsible for annual staff evaluations and interventions
• Coordinates work with other departments, including recognizing potential systemic issues and escalating them accordingly.
• Management of projects assigned or related to the Technical Support Department.
• Plans strategically with the Director of Technical Services to develop and guide departmental goals and achievement.
• Fosters a professional work environment including the demonstration of high expectations through personal example.
• Manages the team to meet the vision for departmental direction.
• Manages departmental and company-wide projects.
• Recognizes and escalates large-scale concerns to director and company leaders.

Requirements

• A Bachelor's degree, or equivalent, in Information Technology, Computer Science, or a related field.
• 5+ years of experience in technical support or IT service roles, with at least 2 years of direct managerial experience in the same field.
• Strong technical skills, including experience in setting up and troubleshooting computer networks and server administration. Technical certifications, like CompTIA A+, Network +, Linux +, and Security +, or equivalent.
• Significant experience with Salesforce.
• Project Management Professional (PMP) certification is preferred.
• Ability to innovate, focusing on positive outcomes and solutions.
• A dynamic, energetic, positive, and customer first attitude
• Strong organizational skills, including the ability to set priorities and effectively work through a triage process.
• Ability to learn and apply new information quickly.
• Effective at building relationships of trust.
• Outstanding people management skills, including listening and communication in both verbal and written forms.
• Leadership mentality with the ability to work collaboratively in a team environment.
• Highly skilled with professional development and the training of new employees.
• Internally driven with high energy and a dynamic and engaging level of enthusiasm.
• Ability to delegate effectively.
• Demonstrated ability to take direction and meet deadlines.
• Professional character, punctual, reliable, honest, as well as flexible

Compensation and Benefits
:
Wage is negotiable based on skill level and experience. Competitive benefit package includes medical, dental, and vision insurance, Employer-funded Health Savings Account (HSA), Paid Time Off (PTO), paid holidays, Employer-funded Short Term Disability Insurance, Employer-funded Life Insurance, and matching 401k. Even an exercise room, massage chair, and soda fountain

To learn more about Audio Enhancement, visit

For quick inquiries, contact