Technical Support Manager

Overview

On Site
USD90,000 - USD110,000
Full Time

Skills

Technical
Support
Manager

Job Details

Title: Technical Support Manager
Location: Tempe, AZ (full-time hybrid position)

Overview
Our SaaS client offers a high-volume, multi-tenant enterprise platform specializing in business process automation. As part of a dynamic and fast-paced team, you'll work with cutting-edge technologies, tools, and development practices to support multiple business models across various industries.

We re seeking a Technical Support Manager to lead and evolve a team of support professionals (Level 1 through Level 3). In this role, you ll be responsible for overseeing support operations, enhancing processes, managing team schedules, and ensuring a top-tier client experience.

This position supports the core SaaS application as well as additional integrated tools. The Technical Support Manager reports to the Vice President of Operations. This is a full-time hybrid role based in Tempe, Arizona.

Key Responsibilities


  • Lead and manage a team of hybrid and remote support staff across all levels
  • Develop and maintain effective support schedules to ensure consistent coverage
  • Maintain and enforce support and security protocols
  • Track team performance and ensure service level agreements (SLAs) are met
  • Identify and implement process improvements, new tools, and technologies
  • Ensure the team receives ongoing training and professional development
  • Serve as a point of escalation for complex issues and inquiries
  • Collaborate with other departments when issues fall outside the scope of support
  • Drive continuous improvement in support operations and client service delivery
  • Deliver excellent service to both external customers and internal users


Qualifications


  • Proactive, independent problem-solver with a track record of developing effective solutions
  • Strong background in SaaS support and support team management
  • 5+ years of experience in a technical or software-focused role.
  • Proven ability to manage individual performance through coaching, regular feedback, and performance reviews to support professional growth and team success.
  • Bachelor s degree or equivalent combination of experience and education
  • Proven success managing support operations in a software environment
  • Familiarity with multi-channel support strategies
  • Experience with helpdesk systems (Freshdesk preferred)
  • Analytical mindset with a focus on metrics, performance, and root-cause resolution
  • Strong communicator with experience leading meetings and presenting to all levels of stakeholders

Preferred Skills (Not Required)


  • Ability to read and write basic SQL queries or scripting languages
  • Hands-on experience administering Freshdesk
  • Familiarity with handling PII and HIPAA compliance requirements
  • Knowledge of Office365 tools and administration

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