TSS Operations Manager

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

📋 Description

• Manage and enhance the operations of technical support services to guarantee outstanding service delivery and customer satisfaction throughout the United States.

• Supervise and oversee the daily activities of the technical support services team.

• Facilitate collaboration among cross-functional teams and act as a mediator between technical support teams, clients, and senior leadership.

• Create and execute operational policies, procedures, and best practices.

• Direct strategic planning and allocate resources in alignment with business goals.

• Track key performance indicators (KPIs) and produce reports on team performance, service levels, and customer satisfaction.

• Spearhead recruitment, training, and professional development programs.

• Identify potential operational risks and devise strategies to mitigate them, ensuring service continuity and compliance.

• Drive initiatives for continuous improvement by analyzing workflows, pinpointing bottlenecks, and implementing effective solutions.

• Act as the primary point of escalation for complex technical issues, ensuring effective communication with clients and stakeholders.

⛳️ Requirements

• Bachelor’s degree in business administration or a related field.

• At least 5 years of experience in technical support operations or a comparable managerial position.

• Demonstrated experience in leading teams within a fast-paced, customer-oriented environment.

• Strong knowledge of technical support processes, service delivery frameworks, and customer service principles.

• Exceptional communication, leadership, and problem-solving capabilities.

• Experience with CRM and ticketing systems such as Salesforce, ManageEngine, or ServiceNow is advantageous.

• A Master’s degree in business administration, Technology Management, or a related field is preferred.

🏝️ Benefits

• Discretionary bonuses or sales commissions may be provided at the company’s discretion.

• Opportunities for professional development.

• Compensation may vary based on geographic location, merit or performance, skills, education, travel requirements, and experience.