Technical Support Manager

Team Leadership & Development

Lead a Layered Organization: Directly manage a team of Technical Support Representatives while mentoring and guiding a Support & Repair Supervisor.

Coach & Develop: Foster a culture of continuous learning, empathy, and high performance. Guide your Supervisor in effective people management and help individual contributors develop their technical and customer service skills.

Invest in people: Hold meaningful 1-on-1s, give constructive feedback, and help team members build clear career development plans.

Close the skill gaps: Identify where the organization needs training and organize sessions to level up their technical knowledge and customer service skills.

Build the culture: Help recruit, onboard, and set up new hires for long-term success while fostering a collaborative, customer-first environment across all tiers of support.

Process Engineering & Documentation

Write the Playbook: Design, document, and publish comprehensive SOPs for the technical support desk and printer repair depot.

Streamline Workflows: Identify operational bottlenecks between the support desk and the repair team. Build processes that seamlessly transition a customer from a software troubleshooting call to a hardware repair RMA when necessary.

Establish Metrics: Define, track, and optimize Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ticket resolution times, repair turnaround times, and customer satisfaction.

Technical Support Operations

Keep operations smooth: Oversee daily tech support, ensuring customer requests are logged, tracked, and resolved without falling through the cracks.

Look past & Reinforce KPIs: Monitor response times and KPI metrics, using them not just as numbers, but as tools to ensure an excellent customer experience.

Spot trends and patterns: Review support tickets and customer feedback to catch recurring technical issues and find proactive ways to fix them.