We are looking for an experienced Senior Manager of Technical Support to lead and scale our dynamic global services team. This role is pivotal in enhancing operational excellence, ensuring high levels of customer satisfaction, and providing technical leadership for both software and hardware support.
The ideal candidate will excel in an in-person, high-ownership environment, developing key performance indicators (KPIs), understanding service level agreements (SLAs), and directly supporting external customers. Experience with global customer support and a solid background in IoT (Internet of Things) technologies or networking is preferred.
Key Responsibilities - Lead, mentor, and manage a high-performing team of over 15 technical support professionals.
- Oversee daily operations for our Phoenix-based team, remote staff across the U.S., and nearshore teams, anticipating future expansion into Europe, Asia, and Australia.
- Uphold strict adherence to KPIs, SLAs, and global service standards, ensuring operational excellence across multiple time zones.
Customer-Focused Service Excellence - Act as an escalation point for complex technical issues, guiding the team in delivering exceptional solutions.
- Promote customer satisfaction by establishing scalable processes tailored to regional and global business needs.
- Manage relationships with external customers and vendors for optimal service and swift issue resolution.
Metrics-Driven Process Improvement - Establish, monitor, and refine KPIs, SLAs, and operational metrics to enhance efficiency and accountability.
- Create data-driven reports and dashboards to track performance, hardware failure rates, ticket trends, and knowledge base utilization.
- Analyze call center and ticketing metrics to decrease Mean Time to Resolution (MTTR) and boost service reliability.
Technical Hands-On Support - Maintain a thorough technical understanding of hardware and software troubleshooting, including networking and IoT devices.
- Provide hands-on assistance to the technical team with diagnosing and resolving intricate issues as needed.
- Oversee configuration, testing, and deployment of technical solutions across a diverse product suite.
Systems and Tools Management - Administer and optimize ticketing and CRM systems, preferably Dynamics 365 and Zendesk.
- Manage configuration of workflows, routing rules, and case management in Dynamics 365.
- Develop and refine Knowledge Base (KB) content to enhance customer self-service capabilities.
Cross-Functional Collaboration - Work closely with Product Management, Engineering, and Quality Assurance teams to escalate and resolve product and system issues.
- Collaborate with Marketing to ensure technical documentation and knowledge articles are accurate and current.
Global Operations Support - Manage 24x6 global support coverage (362 days per year) across North America, Europe, Asia, and Australia.
- Implement scalable support practices like regional nuances to meet diverse client needs.
- Ensure smooth communication and cooperation between onshore and nearshore teams.
Required Qualifications - 7+ years of experience leading technical support teams, ideally in a tech or SaaS environment.
- 4+ years managing global services teams or nearshore call centers (e.g., Guatemala).
- Extensive experience supporting both hardware and software environments, with a strong grounding in networking or IoT.
- Proven ability to establish and manage KPI, SLA, and drive external customer satisfaction.
- Hands-on experience with CRM/ticketing systems, such as Dynamics 365, Zendesk, Salesforce, or ServiceNow.
- Solid understanding of IT infrastructure, network protocols/configurations, and cloud-based technologies.
- Strong leadership skills with experience in hiring, onboarding, mentoring, and performance management.
- Excellent communication skills to interact with executives, clients, technical teams, and vendors.
Bonus Points For: - Experience troubleshooting and supporting IoT devices or complex Internet of Everything systems.
- Background in hardware testing, hardware/software deployments, and root cause analysis.
- Familiarity with cloud platforms and systems integration best practices.
- Expertise in managing Dynamics 365 Customer Service workflow configuration and KB article management.
Important Details - Location: Phoenix, AZ
- Schedule: 5 days per week onsite (no remote or hybrid options)
- Travel: Occasional, as needed for team or vendor collaboration
Ready to lead a global technical support team, drive operational excellence, and make a major impact? Apply today.