Manager, Tech Support
Core
Manage a team of Support Technicians to provide professional and timely technical support for a wide range of technologies, software, and conference systems across the business.
Role type
Tech Support Manager
Builds
End-user support operations for Technology, software, and conference systems
Domain
Corporate IT / Managed Services
Deliverable
client delivery
Required skills
Team management, Incident management, Troubleshooting (hardware/software), Networking, AV/Video conferencing, SCCM/Intune/JAMF, ServiceNow, SLA/KPI monitoring
Preferred skills
Coaching and mentoring, Cross-functional collaboration, Travel
Technologies
Microsoft Windows, Apple Mac, O365, SCCM, Intune, JAMF, ServiceNow, Ticketing systems
Responsibilities
Manage a team of skilled Support Technicians, Escalate and diagnose hardware or software faults, Maintain support operations capability according to SLAs/OLAs/KPIs, Manage and monitor day-to-day Tech Support tasks and escalations, Coach and mentor direct reports, Provide day-to-day technical support when appropriate
Seniority
Manager, hands-on leadership
