The Technology Support Manager is responsible for leading a team of Support Analysts to deliver outstanding technical support to our customers. The ideal candidate will have a strong technical background, exceptional problem-solving skills, and a passion for mentoring others. This role is critical in ensuring our support team delivers outstanding service with prompt, effective solutions to customer inquiries and technical challenges.

 

• Team Leadership and Development
• Recruit, train, and mentor team members to foster a positive, collaborative team environment.
• Conduct performance evaluations, provide constructive feedback, and support professional growth.
• Ensure team members are trained on the latest technologies and product updates.
• Conduct regular one-on-ones to review workload, challenges, and development needs.
• Facilitate career path planning and identify skills for advancement.
• Recommend and coordinate training on new technologies, tools, and processes.
  
  
• Operations Management
• Oversee the daily operations of the technical support team to ensure timely resolution of support tickets.
• Develop and implement policies and procedures to enhance efficiency and service quality.
• Identify opportunities for process improvements and innovation within the support function.
• Track and analyze support metrics to drive improvements. Report KPIs like response time, resolution time, and CSAT.
• Communicate support trends, challenges, and successes to upper management.
• Actively monitor Contact Center queues to keep work within SLA; ensure prompt assignment and continuous progress.
• Review ticket quality for accurate titles, clear descriptions, and complete resolutions that meet documentation standards.
• Coordinate schedules and resources to maintain 24/7 coverage across time zones.
• Document, review, and improve SOPs with a continuous improvement mindset.

 

• Customer Support & Escalation
• Serve as an escalation point for complex or unresolved issues, ensuring high-quality customer service; on-call during major incidents
• Analyze support trends and implement proactive solutions to common customer issues.
• Follow up on customer survey feedback, address service gaps, and close the loop with customers.
• De-escalate challenging customer interactions using active listening, empathy, and clear communication; engage internal resources when needed.

Education and Experience:

• Associates degree or equivalent experience required.
• Bachelor’s degree in a technical field is preferred.
• Proven experience in a technical support or customer service role, with at least 2 years in a leadership position.

 

Skills and Abilities:

• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Ability to analyze data and implement data-driven improvements.
• Strong customer service orientation and commitment to customer satisfaction.

 

Travel:

• Up to 20% travel

 

Standard and Physical Requirements: 

• Position involves sitting long periods, standing, manual dexterity, stooping, bending and minimal lifting 

 

Alliance Team Members Demonstrate DRIVE:  

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective.  
• Innovative: Always looking for a better way; leads change. 
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility. 

 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

2025-10599

Full-Time