Technical Services Manager
Core
Lead a global technical support team to ensure timely resolution of complex customer issues, maintain SLAs, and drive product improvements through feedback loops.
Role type
Senior IC Technical Services Manager (Team Lead)
Builds
Customer support operations, internal tooling, and support workflows for an ad tech data collaboration platform.
Domain
AdTech / Data Privacy / Cloud Collaboration
Deliverable
client delivery | infrastructure
Required skills
Technical team leadership, process optimization, complex technical troubleshooting, SLA management, stakeholder collaboration, internal tool development, web technologies (JavaScript), API/data flow understanding, Zendesk proficiency.
Preferred skills
AdTech ecosystem knowledge, technical documentation, SQL, Google Cloud.
Responsibilities
Provide leadership, guidance, and performance evaluations for the support team; develop and implement team policies and procedures; monitor and analyze ticket metrics to identify trends; ensure timely resolution of escalated customer issues; manage support resources including staffing and budgeting; collaborate with Product and Engineering to improve offerings; build internal tools and workflows incorporating AI/automation.
Seniority
Senior, hands-on IC with team management
