Senior Manager – Technical Support

This is a fully remote position, open to applicants in North America.

📋 Description

• Recruit, hire, and train high-performing technical support teams across various global locations.

• Supervise support delivery for one or more product suites, ensuring compliance with contractual obligations.

• Cultivate a culture of inclusion, growth, and accountability within the team.

• Conduct performance evaluations and manage incentive plans, providing coaching for both high and low-performing staff.

• Spearhead strategic improvement initiatives and collaborate with other teams for broader implementation.

• Handle time-sensitive communications regarding incidents, maintenance, and releases.

• Drive performance metrics against KPIs, including response time, resolution time, and customer satisfaction.

• Manage senior-level client escalations and assist the team in de-escalating complex situations.

• Facilitate the integration of new acquisitions into standard support processes.

• Identify reporting requirements and collaborate with Business Systems to provide accurate insights.

• Ensure timely updates to both internal and external documentation and training materials.

• Act as the on-call Client Communications Manager during critical incidents on a rotational basis.

• Work alongside technical stakeholders to minimize customer impact during maintenance periods.

⛳️ Requirements

• Over 5 years of direct leadership experience in a client-facing technical support role.

• Demonstrated ability to lead effectively and calmly in high-pressure situations.

• Strong skills in time management and prioritization.

• Proficient in empathetic and tactful staff management.

• Experience with recruitment processes, including resume evaluation and panel interviews.

• Knowledge of HR procedures, such as grievances, Performance Improvement Plans (PIPs), and dismissals.

• Proven record of cross-functional collaboration and implementing change.

• Excellent verbal and written communication abilities.

• Experience in managing escalations and resolving client issues.

• Proficient with backend systems such as Salesforce Service Cloud and Jira.

• Experience with reporting tools like Salesforce and Power BI.

• Understanding of multi-channel support operations, including chat, phone, email, and portal.

• Familiarity with Agile development methodologies.

• Preferred certifications include ITIL Foundation, Microsoft, AWS, or CompTIA A+.

🏝️ Benefits

• Employee Resource Groups to promote diverse voices.

• Coffee with Mark sessions – Employees have the opportunity to engage with our CEO on significant and sometimes challenging topics, including mental health, work-life balance, and current affairs.

• Microsoft Teams communities dedicated to wellness, art, pets, family, parenting, and more.

• Special guests invited to discuss issues affecting our employee population.