Customer Technical Support Manager

Location: Remote, Washington D.C., or Atlanta preferred

About the Role:
We are seeking an experienced Customer Technical Support Manager to lead our Business Technology Success support team. This role is responsible for overseeing customer technical support operations, managing IT assets, and ensuring seamless technology experiences for both internal and external users. The ideal candidate will implement industry best practices to optimize IT support services, enhance productivity, and drive high levels of customer satisfaction.

The Customer Technical Support Manager reports to the Director of Business Technology Success and plays a crucial role in improving service delivery, efficiency, and user experience.

Key Responsibilities:

• Team Leadership & Performance Management

  • Lead and manage a team of employees and contractors, including hiring, training, and conducting performance evaluations.

  • Develop and enforce technical support policies, procedures, and service level agreements (SLAs).

  • Conduct regular team meetings to review performance and implement improvements.

• Technical Support Operations & Issue Resolution

  • Monitor and manage the IT ticketing system, ensuring timely resolution of technical issues.

  • Track and analyze top reported issues, collaborating with Business Technology teams to mitigate recurring challenges.

  • Maintain detailed records of support activities and analyze trends to enhance service quality.

• IT Asset & Hardware Management

  • Oversee procurement, deployment, and maintenance of client hardware, including laptops, smartphones, satellite devices, tablets, and peripherals.

  • Manage software assets, including installation, licensing, updates, and renewals.

  • Ensure proper inventory tracking and lifecycle management of IT assets.

• Training, Documentation & User Experience Enhancement

  • Develop and conduct IT training sessions to enhance employee technology use.

  • Create knowledge base articles and documentation for common IT issues and solutions.

  • Gather and analyze user feedback to improve IT services and support.

  • Collaborate with IT teams on system upgrades, rollouts, and projects.

• Performance Tracking & Reporting

  • Monitor key performance indicators (KPIs) and generate reports on support performance.

  • Ensure continuous improvement of support processes and customer experience.

• Additional Responsibilities:

  • Other duties as assigned to support the department’s goals and objectives.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field, or 5+ years of IT technical support experience, with at least 2 years in a managerial role.

• Familiarity with IT asset management (ITAM) and IT service management (ITSM) frameworks; ITIL certification preferred.

• Experience managing IT service management (ITSM) tools and ticketing systems (Easy Vista preferred).

• Strong knowledge of Windows, Active Directory, Entra, InTune, Office 365, and Autopilot.

• Familiarity with Dell Latitude and Precision models, as well as Apple iOS devices preferred.

• Understanding of networking fundamentals (LAN, WAN, VPN, Firewalls).

• Experience with Transact-SQL, HTML, and CSS is a plus.

Key Skills & Characteristics:

• Excellent leadership, coaching, and team management abilities.

• Strong problem-solving and decision-making skills.

• Effective communication and interpersonal skills.

• Experience resolving issues for a diverse customer base, including executives.

• Ability to manage high-pressure situations and prioritize tasks effectively.

• Detail-oriented with a commitment to excellence and customer satisfaction.

• Ability to translate complex technical concepts into user-friendly explanations.

If you are a proactive and results-driven IT leader with a passion for delivering exceptional customer support, we encourage you to apply for this exciting opportunity!

#LI-CL1