Manager, Technical Support Job Description

Manager, Technical Support Job Description

4.5
174 votes for Manager, Technical Support
Manager, technical support provides technical support to ResMed customers experiencing problems with hardware, software, networking, and other computer-related technologies.

Manager, Technical Support Duties & Responsibilities

To write an effective manager, technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, technical support job description templates that you can modify and use.

Sample responsibilities for this position include:

Act as the subject matter expert for Broadband and IP technologies
Monitor backlogs, assist distribute cases from the support queue and insure all escalations to QA and Development are resolved
Schedule, document and ensure adherence to proper standards and procedures
Navigate, troubleshoot, and resolve escalated application, system, and network connectivity issues on handheld devices and personal computers
Work with internal product team to improve design and quality of the application and work with developers on bug resolution to avoid future product issues
Must carry mobile phone for off-hours accessibility and potential travel to client sites may be required at times
Resolve complex customer issues, inquires concerns and account maintenance that escalates beyond the customer representative / Supervisor levels of empowerment
Serve as resource for identifying quality issues and provide appropriate feedback to customer service representatives to improve the level of customer service provided
Responsible for employee motivation, training, development, work scheduling, productivity and performance management
Prepare special projects as assigned

Manager, Technical Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Technical Support

List any licenses or certifications required by the position: ITIL, HDI, PMP, OS, PMI, BRC, CISSP, TIA, CSM, ISO

Education for Manager, Technical Support

Typically a job would require a certain level of education.

Employers hiring for the manager, technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Technical, Computer Science, MBA, Engineering, Business, Education, Business/Information Systems, Management, Science, Leadership

Skills for Manager, Technical Support

Desired skills for manager, technical support include:

Agile
ITIL frameworks for Service Delivery and service support processes
Support systems and tools
Networking
Cloud services
Proxies
Telecommunications
At least one of these technologies: Contact Center Software
Computer Networking
Internet and networking technologies

Desired experience for manager, technical support includes:

Experience identifying improvement to technical support processes product enhancements
Excellent communications and interpersonal skills problem resolution expertise
Must be bilingual (Spanish / English) with exceptional English communication ability
A demonstrated ability to function successfully as a team leader, and desire to develop in a manager role
Experience with web development technologies such as
Excellent interpersonal skills are essential to this position

Manager, Technical Support Examples

1

Manager, Technical Support Job Description

Job Description Example
Our growing company is hiring for a manager, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, technical support
  • Measure Technical Account Manager productivity by monitoring work in progress, including projects, demonstrating competency in time management
  • Candidate must be willing to travel participate in on-call rotation for management assistance in customer escalations that occur overnight and on week-ends
  • Develop metrics to assess customer service levels and analyze metrics periodically to identify areas for improvement
  • Provides leadership and direction to the ATS and TOC supervisors and teams
  • Frequently interacts with peer group managers involving business issues between departments or functional areas
  • Ultimately responsible for managing the global performance of products throughout their lifecycle, utilizing the escalation process to ensure customer satisfaction
  • Oversee the SJ and Mexico City lab operations which includes interfacing with TS stakeholders, Advanced Services lab counterparts, Facilities, IT and asset organizations
  • Own resolving difficult recreate setups, facility and logistics challenges and resolving conflict
  • Execute lab services strategy and innovation projects such as automation, virtualization and asset sharing techniques
  • Manage the SJ and Mexico City lab budgets to balance engineer and recreate volume needs while ensuring utilization of resources
Qualifications for manager, technical support
  • 8-12 years of releavnt technical support experience, preferably with Salesforce domain
  • Ability to manage Escalations and customer retention
  • Ability to manage customer and team expectations
  • Ability to collaborate across the teams
  • Ability to analyze trends on Key Performance indicators and come up with actions to improve
  • Willingness to lead different shifts
2

Manager, Technical Support Job Description

Job Description Example
Our growing company is looking to fill the role of manager, technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, technical support
  • Researches and responds to client inquiries
  • Assign and manage projects based on new product releases, call related issues and/or training needs within the organization
  • Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
  • Liaison with EMEA Regulatory Change in analysing changes to AML regulation and JMLSG Guidance, undertaking an impact assessment and proposing changes to operational procedures (in liaison with the MLRO Team and UK Operational AML Management)
  • Providing advice and support on all AML-related matters to internal stakeholders of the UK TA operation, including TA management, TA operational staff, MLRO Team, project managers, service delivery and relationship managers
  • Manage escalations and escalates issues where appropriate
  • Oversee delivery of telephone, chat, and email based support
  • Identify and introduce proactive management support programs
  • Build processes and procedures to provide the best services possible to our customers through remote tools, phone services, courier services and partners
  • Direct and oversee large scale customer migrations
Qualifications for manager, technical support
  • Prior technical support hands-on and leadership experience
  • Experience in working in CRM and ideally optimizing processes
  • Experience in the Life Science, Medical, Clinical and/or Healthcare industries is highly regarded
  • Having previously managed teams across the APJ region ( Japan, South Korea, India ) is a strong plus
  • Experience working within Global Teams is a must
  • Ability to communicate clearly within all levels of the organization
3

Manager, Technical Support Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, technical support
  • Responsible for Staff Management that include, but are not limited to, allocating resources
  • Prepare and/or manage departmental budgets
  • Communicate with customers directly via telephone and e-mail in a professional and diligent manner
  • Create a culture of performance, accountability and customer advocacy
  • Facilitate individual and team growth and development
  • Ensure the highest levels of operational excellence
  • Coach team members in dealing with customer issues
  • Working directly with customers in the management of technical and business impacting issues
  • Manage customer and sales escalations to a successful outcome
  • Proactive approach to team management, foreseeing issues before they become a problem
Qualifications for manager, technical support
  • Candidates can be based in their remote home office, Lake Mary FL or Chelmsford MA
  • Degree in Computer Science in Economics or at least 10 years professional IT experience
  • 8 years of experience in the software industry with a minimum of 3 years in technical support senior management role, including people management
  • Demonstrated success in prior leadership roles
  • Familiarity with CRM or incident tracking and management systems such as Salesforce1
  • The physical demands for this position are typical of an office environment and must be met
4

Manager, Technical Support Job Description

Job Description Example
Our company is looking to fill the role of manager, technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, technical support
  • Generates and implements processes and plans for new products to ensure product technical support readiness
  • Abides by Federal, State/Provincial and local laws and regulations company policies and programs
  • Exhibits a high-level of cross-disciplinary knowledge, leadership, and responsibility
  • Exhibits high level of industry knowledge and business acumen
  • Provides unplanned support to other groups as required
  • Prioritizes requests, and manages resources, to insure all activities are accomplished within negotiated time frames
  • Provides special services and processes as requested by Product Management to support customer needs (ex
  • Supports special assignments which would ordinarily be accomplished by the Technical Support Manager
  • Interacts with external groups and/or functions
  • Collaborates with all levels and departments (including end user customers)
Qualifications for manager, technical support
  • Strong organization and work planning skills
  • Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas when needed
  • You have 2+ years’ experience managing or leading teams of 6-8 engineers with demonstrated leadership skills, preferably within a Services organization
  • Knowledge of IT and Customer Service
  • Proven ability to plan, implement, and track projects to completion
  • Completed management courses/training
5

Manager, Technical Support Job Description

Job Description Example
Our company is looking to fill the role of manager, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, technical support
  • Provides written project plans for important initiatives, and holds direct reports accountable for their contributions
  • Maintains Quality Monitoring program and measures coaching quality of the Technical Support Team Leaders
  • Communicates high level reporting weekly, monthly, quarterly and yearly on all relevant Key Performance Indicators to the Sr
  • Closes the loop with all assigned or escalated client concerns and provides assistance on escalated issues from Team Leaders
  • Perform 1 on 1 meetings with direct reports regularly
  • Maintains all performance metrics for all Tech Support Specialists, Product Knowledge Gurus and Technical Support Team Leaders
  • Assists with the interview and recruitment process for Tech Support Specialists, Product Knowledge Gurus and Technical Support Team Leaders
  • Responsible for ensuring technical training and transfer of technical knowledge/expertise to Geomarket Sales and Operations
  • Provides technical support for new product launches and new service introductions
  • May plan and manage Region Fleet/Assets (tools, trucks, etc) and be responsible for adequate distribution and allocation of the resources/assets
Qualifications for manager, technical support
  • Twelve years of experience in the technical implementation of software systems, and managing large projects and programming teams
  • Plans and allocated resources according to priorities
  • Manages the performance of professional employees and/or supervisors
  • Uses a range of sources and methods to obtain information relevant to his/her role to drive development of the team’s expertise and encourages discussion relating to the information
  • Demonstrates confidence in own ability
  • Demonstrates full competence as a people manager

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates