Manager, Advanced Technical Support Business

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Job Overview
The Manager Advanced Technical Support Business leads a frontline technical organization responsible for delivering advanced, escalation-driven technical support across complex product, solution, and security portfolios. This role operates in a proactive and investigative technical environment, where work is driven by monitoring, triage, and deep troubleshooting rather than inbound volume.

Advanced Technical Support Business Managers lead teams that focus on advanced diagnostics, multi-system dependencies, managed services, and security-related issues, often before customer impact is fully realized. These teams operate with greater depth and complexity, coordinating closely with Tier 2/3 technical teams, Product, and Engineering to resolve high-severity or persistent issues and prevent recurrence.

The Manager is accountable for advanced technical judgment, incident leadership, and cross-functional coordination, ensuring complex issues are resolved thoroughly and sustainably. Success in this role depends on the ability to lead through ambiguity, manage elevated technical risk, and guide teams through complex problem spaces rather than real-time volume.

Job Responsibilities:

• Own outcomes for advanced technical issue resolution, including high-severity, multi-system, and managed-service incidents. Serve as the final escalation authority for complex or high-risk technical scenarios, exercising sound technical judgment. Balance urgency, technical accuracy, and downstream operational risk to restore service and protect customer trust.
• Lead teams responsible for stabilizing service and restoring advanced technical functionality during critical incidents. Make judgment-based trade-offs to mitigate operational, customer, and reputational risk. Partner with technical teams to identify root causes, prevent recurrence, and improve overall service resilience.
• Directly manage Advanced Technical Specialists and Lead (IC) roles with full authority for hiring, performance management, corrective action, and terminations. Ensure advanced technical readiness through targeted training, skill development, and succession planning. Build and sustain a strong technical bench aligned to evolving platforms, products, and solutions.
• Establish advanced technical operating standards, escalation guardrails, and prioritization frameworks. Monitor performance metrics and incident trends to identify risks, gaps, and improvement opportunities. Use data-driven insights to inform strategy, resource planning, and continuous improvement efforts.
• Partner closely with Engineering, IT, Product, and other technical stakeholders to align resolution efforts and priorities. Coordinate cross-team response during complex incidents to ensure clear communication and effective execution. Represent Advanced Tech Support risks, needs, and insights in cross-functional discussions.

Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree Equivalent work experience (Preferred)
• 2-4 years Relevant customer service experience (Required)
• 1+ years of experience supporting complex, production-impacting technical systems or advanced technology solutions (Required)
• 1+ years of people leadership experience in a technical, operational, or customer support environment (Required)
• Less than 2 years Project management experience (Preferred)
• 4-7 years Experience in advanced technical support, telecommunications, managed services, or production systems support (Preferred)
• 1+ years of experience leading teams responsible for escalation-driven or Tier 2 / Tier 3 technical work (Preferred)

Knowledge, Skills and Abilities:

• Communication Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required)
• Organization Effective time management & organization skills (Required)
• Problem Solving Advanced decision making & problem solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)
• Windows Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)
• Conflict Resolution Expertise in de-escalating customers; conflict resolution skills (Required)
• Coaching Ability to formulate and deliver specific, actionable feedback (Required)
• Team Leadership Ability to lead across teams and create and execute aligned plans (Required)
• MS Office Suite Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
• Strategic Thinking Proactively anticipates changing priorities and adapts effectively to unpredictable demands. Assesses risks and resource needs to guide teams through complex, multi-task environments. (Required)
• Time & Attendance Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required)
• Risk Awareness: Demonstrates comfort owning high-severity technical decisions with operational and reputational impact. Proactively assesses risk, determines appropriate escalation paths, and takes accountability for outcomes. (Required)

Licenses and Certifications:

• Info Technology Infrastructure Library (ITIL) Certification that provides a comprehensive understanding of IT service management best practices, which is crucial for managing and optimizing IT services and resources. (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $79,300 - $143,100

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, ;paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out ;br>
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T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

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