Technical Support Manager

Job Summary

The Technical Support Manager is responsible for leading the Level 2 technical support team, ensuring efficient incident resolution, optimal service delivery, and exceptional customer experience. This role manages team performance, and drives continuous improvement in alignment with service management best practices. The Technical Support Manager supervises, coaches, and mentors Level 2 engineers while maintaining high standards of customer satisfaction.

Essential Duties and Responsibilities

Service Delivery Management: Manage day-to-day operations of the Level 2 engineering team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Oversee incident documentation, categorization, prioritization, and troubleshooting activities. Ensure proper escalation procedures are followed for incidents requiring Level 3 support. Monitor ticket queues and workload distribution to optimize response times and resolution rates. Maintain high standards of customer satisfaction through quality service delivery.

Team Leadership & Development: Supervise, coach, and mentor Level 2 engineers.   Conduct regular performance evaluations, providing constructive feedback and development plans. Lead recruitment efforts and onboarding of new team members. Foster a culture of accountability, continuous learning, and service excellence. Provide ongoing training to ensure team proficiency in troubleshooting methodologies and technical skills. Manage staff scheduling to ensure adequate coverage, including after-hours and on-call support.

Process & Quality Management: Implement and maintain standardized processes for incident management, service request fulfillment, and knowledge management. Develop and enforce standard operating procedures. Monitor quality of customer interactions through ticket reviews. Identify opportunities for process improvements and automation to enhance efficiency. Ensure accurate documentation of incidents, resolutions, and known errors in the knowledge base.

Operational Excellence: Analyze support metrics and dashboards to identify performance gaps and improvement opportunities. Drive root cause analysis for recurring incidents and implement preventive measures. Collaborate with other Services and Delivery teams to improve overall service supportability. Ensure compliance with organizational policies, security standards, and regulatory requirements.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned, and management retains the right to add or change duties at any time.

Success Profile

The ideal candidate is a hands-on leader who thrives in operational environments and isn't afraid to dig into the details. You bring structure, accountability, and a relentless focus on continuous improvement. You excel at translating strategic goals into daily execution, using data to drive decisions, and addressing performance issues head-on. You believe in empowering your team through clear expectations, consistent feedback, and a culture where excellence is the standard.

Physical Demands

This position often requires sitting for long periods of time, standing, walking, using hands and arms, handling office equipment, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software.

Working Environment

This is a remote position with occasional travel required (10-20%). The role may require extended hours and participation in after-hours on-call rotation to support 24x7 helpdesk operations.

Accommodations

Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Minimum Qualifications, Education and Experience

·       Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent professional experience (minimum 3-5 years in IT support)

·       3+ years of progressive experience in technical support or helpdesk operations

·       2+ years of experience supervising or managing technical support teams in a help desk or service desk environment

·       Experience working in high-volume, metrics-driven support environments

·       Strong understanding of service management best practices, particularly incident management, service request management, and knowledge management

·       Proficiency with helpdesk/ticketing systems and IT service management (ITSM) platforms

·       Familiarity with remote support tools and technologies

·       Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

·       Experience working across different time zones and cultural contexts

·       Demonstrated ability to build and sustain high-performance teams

·       Strong coaching and mentoring skills with a track record of developing talent

·       Ability to hold team members accountable while maintaining morale and engagement

·       Proven crisis management and escalation handling capabilities

·       Excellent verbal and written communication skills

·       Strong analytical and problem-solving abilities with data-driven decision making

·       Ability to manage multiple priorities in a fast-paced environment

·       Customer-focused mindset with commitment to service excellence

·       Flexibility to work extended hours and participate in on-call rotation as needed

Preferred Qualifications

·       Experience with Jira Service Management or similar ITSM platforms

·       Knowledge of SaaS and cloud-based support models

·       Background in workforce management and capacity planning across multiple geographic locations

·       Familiarity with global support delivery models and cross-cultural team management.