Technical Support Manager

Overview

On Site
Depends on Experience
Full Time

Skills

End-user Training
Customer Satisfaction
Collaboration
Knowledge Base
Documentation
Help Desk
Leadership
Management
KPI

Job Details

Experience and Education:
  • Bachelor s degree in Computer Science, Information Technology, or a related field.
  • 7+ years of experience in Technical Support, Customer Support, Call Center, or Help Desk field.
  • 3+ years of experience in a leadership role within a customer support/call center environment.
  • Familiarity with external B2B client support.
  • Experience leading teams through operational or cultural transformation.

Skills and Strengths:
  • Leadership and Team Management
  • Contact Center Operations and Transformation
  • Escalation Management
  • Customer Service Strategy
  • Technical Troubleshooting (hardware and software)
  • Ticketing Systems
  • Data Analysis and Reporting
  • KPI Creation and Performance Analysis
  • Call Center Metrics
  • Coaching and Accountability
  • Documentation and Process Improvement
  • Training and Onboarding Development
  • Salesforce CRM
  • Workforce Management (WFM) systems


Primary Job Responsibilities:

  • Lead and mentor a team of technical support agents, ensuring they receive proper training and resources to deliver high-quality support.
  • Establish and lead call center best practices to ensure client satisfaction and operational efficiency.
  • Drive cultural reset by promoting professionalism, accountability, and engagement across the support team.
  • Manage daily operations of the call center, including schedule adherence and KPI performance.
  • Act as the senior escalation point for complex or unresolved issues, collaborating with internal teams to drive resolution.
  • Analyze support trends, workflows, and ticket backlog to identify recurring issues and implement process improvements.
  • Document workflow and work procedures.
  • Develop and maintain technical training programs, manuals, and knowledge base content.
  • Direct technical support team training for new and existing team members on product, best practices, documentation procedures and customer service.
  • Provide end-user training on system functions via internet, onsite and classroom.
  • Build and maintain relationships with clients and vendors.
  • Coordinate with Quality Assurance and Development on bug fixes and testing.
  • Collaborate with leadership to implement structured case tagging, reporting, and automation initiatives using Salesforce and WFM data.
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