Technical Support Manager Job Description

Technical Support Manager Job Description

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Technical support manager provides remote support on the Cloud, Mail & Web Security products and resolve product related issues during POC & post-deployment phase, through research and troubleshooting.

Technical Support Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Review product documentation for technical accuracy, consistency, and user’s point of view
Responsible for providing and improving asset reliability through technical support to
Work closely and communicate with the engineering and manufacturing departments at leading semiconductor companies
Identifies, coordinates, and assesses technical performance and risks
Utilizes the Technical Support organizations' (pre-sales, post-sales, ) capabilities to drive business performance to ensure client satisfaction
Management, ownership and co-ordination of elevated customer technical support cases
Collaborate with Technical resources (Engineering, Hosting Operations, ) regarding the definition and submission of complex product requirements related to an issue or escalation
Be responsible for overseeing the technical support function in special projects
Plans, develops, and oversees and/or prioritizes property-level implementation of support services and execution of technical services in conjunction with the Corporate and Regional teams
Develops work goals and departmental projects

Technical Support Manager Qualifications

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

Licensing or Certifications for Technical Support Manager

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

Education for Technical Support Manager

Typically a job would require a certain level of education.

Employers hiring for the technical support manager 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 Technical Support Manager

Desired skills for technical support manager include:

Cloud Security products and market trends
File system
Availability
Consistency
Kernel and database internals – latency
Product lines
RDBMS concepts and SQL
Reliability
Security
Throughput

Desired experience for technical support manager includes:

Microsoft Exchange and/or Veritas software
Effectiveness in this role requires strong leadership abilities solid working knowledge of PC software
Tier 3 technical support experience supporting cable products and services
Technical understanding of network hardware, software and applications
Managing shift staffing and case assignments , taking care of customer escalations end to end
Preferably BCA/MCA/BE IT/BE CS/MSC IT/MBA with good academic results

Technical Support Manager Examples

1

Technical Support Manager Job Description

Job Description Example
Our company is looking to fill the role of technical support manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support manager
  • Ensure technical services delivery readiness of internal technical staff and certified subcontractors and indirectly via a Call Center and online Support Portal
  • Oversee the technical support provided to multiple categories of domestic and international customers including programmers and analysts
  • Appropriately set and manage expectations, including escalation activities and communications, for both internal and external customers
  • Strategizes with employees in regards to their work in the product lifecycle with gate reviews, commit to ship and sign-off activities, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases
  • Lead and actively manages customer escalations and works with customers, staff, and other divisions to resolve them in a timely manner
  • May travel to customer site to work collaboratively on technical issues and to solicit feedback on technical support services
  • May represent the company at customer sites, local customer forums, Global Forum, trade shows, and user group meetings
  • Manages portfolio asset 10 years plan
  • Responsible for the delivery of simultaneous projects, from scheme to hand-over
  • Makes sure that EHS standards and policies are respected during project phase
Qualifications for technical support manager
  • Willingness to learn new technologies, products and keep one self-updated on latest technologies
  • Experience of improving productivity and efficiency in processes
  • Technical engineering background is advantageous
  • Bachelor's degree in Computer Science or Business Management with technical focus
  • 5+ years experience working in critical support operations
  • 4+ years in support management or support operations lead position, ideally managing technical support resources
2

Technical Support Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of technical support manager. 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 technical support manager
  • Review and maintain documentation for technical publications to ensure that technical policies are accurate
  • Respond to and Resolve all customer inquiries for product form, fit and function
  • Formulates policy and operational strategy for Technical Support Operations and secures appropriate approvals as needed
  • Establishes standards for effective job performance and evaluates subordinates according to such standards
  • Serves as liaison with other organizational components
  • Receives and investigates all complaints concerning his or her area(s) of responsibility and its personnel
  • Assess the impact and risk for activities impacting computer operations (e.g., system changes, new customers, new software) and offer guidance and assistance to customers
  • Attend meetings for special processes to provide first-level decision making (e.g., upgrades, installs, and QIM)
  • Establish and maintain working relationships with various business units, subsidiaries, and/or affiliates to streamline computer operations and gain work efficiencies, while adhering to various customer service level agreements
  • Develop, implement, and ensure adherence to departmental goals, standards, and procedures that are consistent with short- and long-term business plans to address the needs and priorities of the business and its customers
Qualifications for technical support manager
  • Must be able to tailor communication to meet the needs of the target audience
  • Enjoy fast-paced, energetic environment
  • Minimum 5 years’ experience in a technical position in the plastics industry
  • Knowledge and understanding of engineering thermoplastics (transformation, stabilisation and degradation), pigments, additives production technology of masterbatches
  • Ability to speak with authority with industry leaders in polymer production and automotive business
  • Commercial acumen gained through exposure to the sales process
3

Technical Support Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technical support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support manager
  • Communicating complex messages to employees to enhance their understanding of the global strategy
  • Maintaining a global approach to customer support issues and management
  • Exercise independent thought within defined procedures and practices
  • Supervise Technical Specialists
  • Review all technical support processes and procedures to continuously improve them
  • Plan calendar for after-hours support on a monthly basis
  • Engagement with your OPS Manager on continuous improvements among the department’s goals
  • Ensures robust systems are in place to capture quality and customer satisfaction issues
  • Measures, evaluates and improves call center processes and performance
  • Designs, manages and improves the knowledge base to increase productivity
Qualifications for technical support manager
  • Experience of management in a customer services environment within the AEC, EPC or ENI software sectors
  • Ability to work individually and as part of a team and towards team targets
  • Ability to adapt and evolve the team over time as the supported product line grows
  • The role will be based at our Leeds office but will involve an element of national and international travel
  • Possesses excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, solve application problems with the end users
  • Willing and able to work closely and effectively with other departments, peers
4

Technical Support Manager Job Description

Job Description Example
Our growing company is hiring for a technical support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support manager
  • Collaborates with peers in other groups to schedule new projects and replan ongoing projects
  • Plans and schedules projects and manpower
  • Resolves problems that are diversified and complex and frequently involves issues that have not been encountered before
  • Coaches, mentors and reviews performance for direct reports
  • Reviews performance of direct reports, and establishes annual goals
  • Identifies areas of improvement and implements necessary training and development programs
  • Establishes career development plans with direct reports, and fosters mentoring of junior staff
  • Assists and works with the Workforce team, in maintaining schedules for all Tech Support Specialists, Product Knowledge Gurus and Technical Support Team Leaders based on client demands for all inbound queues, real time demand and sales projections
  • Works with Technical Support Team Leaders to identify and document marginal performers with Performance Coaching Forms in a timely manner
  • Aids in the development of direct reports and Tech Support Specialists
Qualifications for technical support manager
  • Preferably seven years of relevant work experience in a technical field, preferably software support for the petroleum, petrochemical, or engineering industries with some successful supervisory experience
  • Understands the Technical Services organization and customer service request process
  • Spanish communication skills (verbal and written)
  • Strong knowledge of Support processes and terminology
  • Excellent organization and work planning skills
  • Ability to sit and talk via the telephone for extended periods of time
5

Technical Support Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a technical support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support manager
  • Ensures proper planning and application of technology
  • Administers and audits key technical processes
  • May assist Geomarket Sales in the preparation of bids and in engaging customers for input in the design of products and services
  • Collaborates with Geomarket Operations and Sales to maximize profitability and customer satisfaction and meet growth targets in Geomarket
  • Manager of Technical Support will assist in managing a team of technical staff providing desktop hardware and software support services at respective Steward Hospital sites and affiliated remote locations
  • Handles day to day staff management including time reporting, staff oversight, and job assignments
  • Supervise all aspects of direct report Technical staffing, including weekend/holiday coverage, daily work schedule and On-Call coverage
  • Manages the receiving, shipping, and inventory of all PC desktops and peripherals at the respective Steward site
  • Act as a liaison between local hospital users and leadership and centralized IS for technical issues, projects and deployments
  • Participates in the development, planning and execution of large deployment projects and/or departmental moves of devices
Qualifications for technical support manager
  • A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards
  • Is up-to-date on the market best practice and their applications in area of expertise
  • Degree in Electronics Engineering, Computer Science or other related field, or commensurate field experience
  • 5 years managerial experience working in a complex technical environment, preferably in the payments industry
  • Windows, Linux and other operating systems
  • QP responsible for product release ensuring customer service targets are met while regulatory compliance is maintained

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