Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor’s degree. Typically reports to top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.
Technical Support Manager Job Description Template
Our company is looking for a Technical Support Manager to join our team.
Responsibilities:
- Take ownership in escalating critical customer issues and help drive through resolution ensuring critical client SLAs are met;
- Assist in knowledge base creation and maintenance;
- Assist global teams in troubleshooting and defining action plans to bring support issues to resolution;
- Set correct expectations and drive relief and resolution through effective communication;
- Review and identify the root cause for all escalated service requests and use this information to improve continuously within service delivery teams;
- Ability to translate technical concepts to peers, management, leadership, and customers;
- Reduce escalation volume;
- Track, analyze trends and create reports on escalated issues;
- Ensure the customer’s voice is heard throughout the support process;
- Collaborate with cross-functional peers from Engineering and Product Management;
- Proactively manage and support Ticket Resolution KPI’s;
- Provide regular updates to internal and external stakeholders as well as executive leadership;
- Be the single point of contact for global teams on escalated issues.
Requirements:
- Ability to clearly articulate product requirements and prioritize enhancement requests;
- Proven ability to engage across corporate functions (Sales, Customer Success, Engineering, Product Management, Development, QA, Operations);
- Able to translate complex issues in an understandable, organized way;
- Bachelor’s degree required or relevant work experience. Technical degree preferred;
- Proven ability to collaborate and build strong relationships with customers;
- Strong communication, presentation, and relationship management skills;
- Proven ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment;
- Familiar with HTTP, HTML, JSON, REST, and other key web standards;
- Proven ability to navigate complexity and create collaborative, cross-functional solutions;
- 5+ years of Customer Success and/or Support management experience, ideally at a SaaS company.