Technical Product Support Manager; 2nd shift

Technical Product Support Manager (2nd shift)

Are you ready to lead a highly skilled technical support team in a dynamic, ever-changing environment? We are seeking an experienced technical support manager to oversee both onsite and remote team members, driving excellence in customer service and technical operations. In this role, you will lead and mentor a team of talented technicians working with hardware and software products to support both commercial and residential customers.

You will troubleshoot complex technical issues, ensure timely customer feedback, support product rollouts, and maintain high performance across existing product lines.

This position requires a solution-focused, data-driven leader with strong communication skills to interact directly with staff and customers and create clear expectations. You will collaborate across teams to improve processes, enhance customer satisfaction, and contribute to both day-to-day operations and long-term strategic initiatives. We value employees who bring ideas, take ownership, and thrive in a positive, encouraging environment. If you are passionate about leading a team, solving problems, and delivering exceptional results, this is the opportunity for you.

• Manage and lead a team of technical support hardware and software technicians.
• Manage and triage incidents and service requests assigned to team queues.
• Prioritize product-related complaints in the CRM and expedite to appropriate tiers or R&D as needed.
• Assign problems and tasks to technical support personnel.
• Analyze KPIs regularly to monitor team performance and goal achievement.
• Provide reporting on KPIs and trends to management on a weekly, monthly, and quarterly basis.
• Track and report metrics for tickets assigned to and handled by the Technical Support team.
• Analyze situations and identify resources required to resolve issues.
• Make quick, calculated decisions with limited information.
• Follow up with customers to assess satisfaction and identify areas for improvement; implement corrective actions when necessary.
• Partner with trainers/documentation specialists to maintain and analyze training records, ensure ongoing staff development, and advise on career growth.
• Develop and mentor the team to progress from various skill levels.
• Assign tickets based on workload, expertise, complexity, expected resolution, and resource availability.
• Assist in escalation management and ensure proper engagement for timely resolution.
• Contribute to training manuals, guides, and course materials.
• Communicate department initiatives through various formats, including meetings, presentations, simulations, and videos.
• Manage onboarding and offboarding for all new product versions.
• Assist in prioritizing production incidents, releases, and new application implementations.
• Keep management informed of situations requiring additional client assistance or escalation.

• Bachelor’s degree in a relevant field or equivalent experience.
• 5+ years supporting PC hardware/software, LAN/WAN networks, and related products.
• 5+ years managing process improvement, case management, and customer relations in a service center or similar environment.
• Proven energetic leadership, expanded responsibilities, and team management skills.
• Experience managing workloads through a ticketing system while following established processes.
• Oversight of remote technical support teams across multiple time zones.
• Strong verbal and written communication skills.
• Proven ability to successfully lead remote teams in a service center environment.
• Strong presentation, troubleshooting, and conflict resolution skills.
• Ability to make decisions based on analysis of business impact.
• Ability to organize and manage multiple priorities in a dynamic environment.
• Proficient with Microsoft Office Suite.

• Mentorship of technical support associates for growth, development, and improved customer experience.
• Experience with Microsoft Office, Salesforce, Zoom, Teams, Paylocity, Net Suite, diagnostic tools, etc.
• Familiarity with U.S. and international compliance training requirements.

• Mid-Senior level

• Full-time

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