Senior Manager, Technical Support Management

We are seeking a Senior Manager, Technical Support Management to join our team. In this role, you will be responsible for managing and exceeding Support KPIs, partnering with regional leaders to improve customer experience, and driving case management success. You will also be responsible for managing major operations outages and communications to customers, evaluating current processes and technology, and leading by example to cultivate a culture built on teamwork, collaboration, and customer focus.

Requirements

• 8+ years technical support and service management experience
• 6+ years in a people management role
• Experience managing enterprise support in a large and complex environment
• Proven capability of having successfully delivered on support metrics and managing a support team
• Customer-first mindset and a positive attitude
• Demonstrated ability to provide exceptional internal and external customer care
• Aptitude with reporting and analytics tools including Tableau and Excel
• Ability to lead change and build commitment for initiatives

Benefits

• Flexible work arrangements
• Competitive compensation
• Generous benefits
• Professional atmosphere
• Work-life balance and well-being as topmost priorities