Technical Support Manager
The Technical Support Manager is responsible for leading and optimizing the day-to-day operations of the Technical Support team to ensure a stable, high-performing, and customer-focused support environment. This role oversees the planning, organization, and management of team members, workflows, and support processes to ensure timely resolution of technical issues and exceptional service delivery.
Beyond managing team performance, the Technical Support Manager serves as a key technical authority across network operations, leveraging expertise in telecommunications, infrastructure, and system reliability to guide troubleshooting efforts, escalate complex issues, and enhance operational effectiveness. The manager collaborates closely with cross-functional teams—including Engineering, Network Operations, Product, and Customer Success—to ensure seamless issue resolution and continuous improvement across the broader technology ecosystem.
This role is instrumental in developing support standards, implementing best practices, and driving initiatives that strengthen system stability, improve customer satisfaction, and uphold the organization’s commitment to delivering dependable, high-quality communication solutions.
Supervisory Responsibilities
Interview, hire, and train new staff.
Supervise day-to-day team operations, ensuring workload distribution, accountability, motivation, and performance.
Lead by example and foster a culture of trust, open communication, and collaborative teamwork.
Manage overall support scheduling to ensure full coverage in a 24/7/365 environment.
Provide performance evaluations and participate in employee development reviews.
Handle procedural and HR-related matters, including timesheets and employee documentation.
Address disciplinary matters in accordance with company policy.
Partner with engineering teams on support-related infrastructure initiatives.
Perform other related duties as assigned.
Duties and Responsibilities
Manage and mentor a 24/7/365 technical support team, clearly communicating expectations and driving accountability.
Oversee day-to-day technical uptime of customer-facing products and services.
Maintain a service-oriented mindset while managing multiple technical projects and support activities.
Support stable operation of enterprise network environments, including planning, installing, configuring, maintaining, and optimizing network hardware and software.
Communicate effectively with both technical and non-technical stakeholders.
Provide clear direction to team members and hold them accountable to performance objectives.
Deliver regular status updates on operational metrics, current issues, and progress toward goals.
Ensure ticket resolution meets defined service level agreements (SLAs).
Develop, implement, and monitor departmental processes, templates, and procedures.
Establish career progression pathways and training plans for support team members.
Ensure proper documentation standards and ticket management best practices are followed.
Oversee prioritization and escalation of critical (P1) issues.
Monitor ticket queues to prevent bottlenecks and ensure timely escalation when needed.
Provide ongoing coaching and technical development to support staff.
Manage emergency dispatch and executive-level escalation processes.
Perform other duties as assigned.
Education and Experience
Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent combination of education and experience.
8+ years of related technical experience, with at least 3 years leading technical teams preferred.
4+ years of voice and data network experience.
Strong knowledge of LAN/WAN and enterprise data networks.
Experience with major cloud platforms (e.g., AWS, Azure).
Never miss an opportunity! Create an alert based on the job you applied for.
