Support Manager

Full-time, in-office. Reports to the VP of Operations.

Compensation is set based on education, experience, and certifications.

You will run the team our clients reach first. Our inside support group is a technical call center and the tip of the spear for everything that goes wrong in our clients’ day. Most issues are resolved within five minutes, and first-call resolution runs over 75 percent. Holding that standard while making sure the right calls get escalated, and escalated well, is the job.

Andrews & Associates is a managed services provider in Amarillo supporting law firms, medical practices, banks and insurance agencies, county and municipal governments, and agriculture and energy operations across the Texas Panhandle and eastern New Mexico. Our clients operate in regulated industries, which means the work we do carries real consequences and real standards. We take that seriously, and we expect the people we hire to do the same.

We are a relationship-first, customer service-centered organization. Our clients are not accounts, and they are not ticket volume. They are people running businesses that depend on the systems we maintain, and they deserve nothing less than our best effort and the full leverage of our talent applied to their problems and their goals. Care and empathy for the client are not soft skills here.

They are the job.

We promote from within. Our senior technicians and administrators came up through this seat. This is where the career starts, not where it stalls.

• Lead, schedule, and develop our Level 1 inside technicians
• Own coverage. Build schedules that keep the phones answered through peak volume, PTO, and on-call rotation
• Run quality assurance. Review calls and tickets, measure them against our standards, and give feedback specific enough to change behavior
• Own the numbers that matter: first call resolution, time to resolution, escalation rate, and escalation quality
• Ensure escalations are handled properly. Right target, right timing, diagnostic work attached, and followed until the client is closed out
• Train new technicians through our Level 1 competency program, and keep the technicians you already have moving forward
• Take the client escalations that need a manager’s voice
• Work with our Level 2 technicians, administrators, and the VP of Operations to close the gaps between tiers
• Identify recurring issues and push them toward permanent fixes instead of repeat calls
• Report team performance, staffing needs, and trends to the VP of Operations

Our doctrine is simple: fix the customer, then fix the problem. If a client is frustrated, that gets addressed before the keyboard does. You set that tone for the whole team, every day, whether you mean to or not.

Our resolution numbers are the product of good hiring, good training, and good judgment, not pressure. A manager who protects the metric by discouraging escalation does more damage than one who misses it. Your real work is building technicians who know the difference between a problem they should solve and a problem they should hand up, and making sure the handoff is clean when they do.

• Experience leading a technical support team, help desk, or technical call center
• Technical credibility. You have done this work yourself and can tell whether a call was handled correctly
• Coaching ability. You can listen to a recorded call and tell a technician how to be better without putting them on the defensive
• Comfort building schedules and managing coverage against real demand
• The ability to turn support metrics into constructive coaching. The numbers tell you where to look, and the conversation that follows is what actually improves the technician
• Genuine care for the people you…