Permanent

Technical Support Manager

Posted on 26 September 24 by Mitchell Stokes

  • Tempe, AZ
  • $90000 - $110000 per Year
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Job Description

Title: Technical Support Manager
Location: Tempe, AZ (full-time hybrid position)


Your role:

  • Oversee and manage support staff across Levels 1, 2, and 3.
  • Create and maintain the support team’s schedule.
  • Regularly update and enforce support and security protocols.
  • Monitor support agents' performance, ensuring adherence to SLAs.
  • Introduce new software and technologies to enhance client support services.
  • Ensure that the support team receives necessary training.
  • Provide guidance and assistance for complex issues and inquiries.
  • Escalate and coordinate support needs with other departments (e.g., Product, Professional Services) as required.
  • Guarantee that both external and internal clients receive top-tier support.


What you’ve got
:

  • Strong collaboration skills and great communication.
  • Self-motivated with the ability to work independently and proactively address business needs.
  • Experience in customer service and support environments.
  • 5+ years of experience in a technology-related role.
  • Bachelor's degree or equivalent experience.
  • Proven experience managing a software support team.
  • Comprehensive understanding of various support channels.
  • Previous experience with helpdesk software, preferably Freshdesk.
  • Strong analytical skills, particularly in root-cause analysis and metrics-driven performance improvement.
  • Excellent reporting, communication, and presentation skills.
  • Ability to lead meetings and discussions involving stakeholders at all levels.

 

Preferred Experience:

  • Familiarity with SQL queries and scripting languages.
  • Experience as a Freshdesk administrator.
  • Knowledge of PII and HIPAA regulations.
  • Experience with Office365.


To find more great tech-centric jobs, please visit www.phoenixstaff.com.

Job Information

Rate / Salary

$90000 - $110000 per Year

Sector

IT

Category

Not Specified

Skills / Experience

Not Specified

Benefits

Not Specified

Our Reference

JOB-6925

Job Location