General Job Description 

The Technical Support Manager will leverage their leadership skills and technical savvy to help grow a small support group for a quickly growing company. You will help establish key metrics for the team to ensure quality results, continued growth and drive improvements. To succeed, the manager will need a complete understanding of the technical products used and have exceptional management and problem-solving skills. This position reports directly to the IT Director and is responsible for driving process improvement, directing workflows, working with outside partners, and managing the growth of team members 

Responsibilities 

• Direct and oversee activities associated with providing IT and product-related technical support to internal and external clients by identifying, prioritizing, escalating, and confirming resolutions. 

• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. 
• Provide direction and communication to employees so that calls and tickets are answered in a timely, efficient, and knowledgeable manner. 
• Ensure support hours are adequately staffed and employees have appropriate resources to perform their jobs. 
• Handle escalated issues as the main escalation point, track and resolve customer concerns; identify trends, and work with the IT team to implement solutions. 
• Provide continual evaluation of processes and procedures. Suggest methods to improve department operations, efficiency, and service.

• Build documentation of common problems, solutions, processes and procedures.
• Create and maintain high quality work environment so team members are motivated to perform at their highest level. 
• Ensure new hires are adequately on-boarded and trained to succeed. 
• Provide statistical and performance feedback and coaching on a regular basis to each team member and provide coaching to employees regarding work concerns or deficiencies. 

Qualifications/Skills Required 

• Minimum of 5 years in a support/customer facing role
• Minimum 2 year in a lead/manager position 
• Advanced understanding of technology, especially PC, Mac, and iOS devices 

• Significant experience with help desk ticketing systems – preferably Jira Service Desk. 
• Excellent customer service skills; team oriented 
• Ability to work flexible hours and additional hours when needed 
• Familiar with HIPAA/NIST/PCI type requirements 
• Self-motivated; capable of taking initiative, handling and prioritizing multiple competing assignments and following through to resolution with little assistance 

• Strong documentation and organizational skills 
• Excellent verbal, written and interpersonal skills 

 Employees are held accountable for all duties of this job; however, this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.