Technical Support Manager

4 weeks ago

Shelbyville, United States Technology Consulting, Inc. Full time

TCI has an immediate need for a Technical Support Manager in Shelbyville, KY. This is not a Corp2Corp opportunity . This is a Direct Hire opportunity.

SUMMARY

The Technical Support Manager will support a national LED sign company whose products are installed at retail shopping centers, sports venues, schools, churches, and military installations. The ideal candidate will possess fantastic interpersonal skills with a strong ability to lead. This person should be able to think through processes, implement improvements and new processes including technology. They should be able to coach staff on soft skills while also holding them accountable for the process, documentation, and using tools/systems as they were designed. Staying calm under pressure and focus on professional customer service with excellent oral and written communication is key. The abilities to analyze data and drive team performance is critical. Knowing mediation and conflict resolution techniques is as important as the discernment of when to seek higher authority. The Technical Support Manager is responsible for overseeing the Technical Support department within the company. This amounts to approximately 6 direct reports.

RESPONSIBILITIES

Internal Team Leadership and Development

  • Exemplary adherence to the company's core values.
  • One on One weekly meetings with each direct report.
  • Team development/coaching.
  • Constant evaluation and improvement of systems and their effectiveness.
  • Integration and liaison between Technical Support, Project Management, Sales, Production, and Accounting.
  • Manage day to day functions and weekly goals.
Performance Management
  • Monitoring/tracking PTO and coordinating coverage.
  • Hold staff accountable for time and attendance.
  • Measure, report, improve department performance metrics.
  • Identify pain points and create/implement solutions.
  • Identify what we do well and invest in that area.
Tactical Engagement
  • Step-in on escalated situations requiring a manager.
  • Enforce company policies diplomatically.
  • Communicate staffing needs and challenges to the C.O.O.
REQUIREMENTS
  • 10 years of experience in a managerial or supervisory role.
  • 5 years of experience in Performance Management.
  • A Bachelor's Degree in a related field is preferred.
  • Experience with implementing customer support processes to enhance customer satisfaction.
  • Experience formulating and revising customer support policies and promoting their implementation.
  • Experience assessing performance metrics and preparing detailed reports on findings.
  • Experience with interviewing and hiring new employees.
  • Experience overseeing and evaluating a team's ongoing training efforts.
  • Experience delivering performance evaluations and following a company disciplinary process.
  • Affinity for tending to and advancing multiple initiatives at the same time.
  • Capacity to accept, utilize, and give constructive criticism.
  • Culture fit is paramount in our hiring approach. We prioritize shared values of respect, integrity, and conservative principles. We seek individuals who embody these values, fostering a workplace where all are valued and respected.
  • Work is performed on-site in Shelbyville, KY on a Monday-Friday 8-5 schedule.

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