Technical Support Manager Job Description
Technical Support Manager Duties & Responsibilities
To write an effective technical support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Technical Support Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Technical Support Manager
List any licenses or certifications required by the position: ITIL, HDI, PMP, OS, PMI, BRC, CISSP, TIA, CSM, ISO
Education for Technical Support Manager
Typically a job would require a certain level of education.
Employers hiring for the technical support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Technical, Computer Science, MBA, Engineering, Business, Education, Business/Information Systems, Management, Science, Leadership
Skills for Technical Support Manager
Desired skills for technical support manager include:
Desired experience for technical support manager includes:
Technical Support Manager Examples
Technical Support Manager Job Description
- Ensure technical services delivery readiness of internal technical staff and certified subcontractors and indirectly via a Call Center and online Support Portal
- Oversee the technical support provided to multiple categories of domestic and international customers including programmers and analysts
- Appropriately set and manage expectations, including escalation activities and communications, for both internal and external customers
- Strategizes with employees in regards to their work in the product lifecycle with gate reviews, commit to ship and sign-off activities, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases
- Lead and actively manages customer escalations and works with customers, staff, and other divisions to resolve them in a timely manner
- May travel to customer site to work collaboratively on technical issues and to solicit feedback on technical support services
- May represent the company at customer sites, local customer forums, Global Forum, trade shows, and user group meetings
- Manages portfolio asset 10 years plan
- Responsible for the delivery of simultaneous projects, from scheme to hand-over
- Makes sure that EHS standards and policies are respected during project phase
- Willingness to learn new technologies, products and keep one self-updated on latest technologies
- Experience of improving productivity and efficiency in processes
- Technical engineering background is advantageous
- Bachelor's degree in Computer Science or Business Management with technical focus
- 5+ years experience working in critical support operations
- 4+ years in support management or support operations lead position, ideally managing technical support resources
Technical Support Manager Job Description
- Review and maintain documentation for technical publications to ensure that technical policies are accurate
- Respond to and Resolve all customer inquiries for product form, fit and function
- Formulates policy and operational strategy for Technical Support Operations and secures appropriate approvals as needed
- Establishes standards for effective job performance and evaluates subordinates according to such standards
- Serves as liaison with other organizational components
- Receives and investigates all complaints concerning his or her area(s) of responsibility and its personnel
- Assess the impact and risk for activities impacting computer operations (e.g., system changes, new customers, new software) and offer guidance and assistance to customers
- Attend meetings for special processes to provide first-level decision making (e.g., upgrades, installs, and QIM)
- Establish and maintain working relationships with various business units, subsidiaries, and/or affiliates to streamline computer operations and gain work efficiencies, while adhering to various customer service level agreements
- Develop, implement, and ensure adherence to departmental goals, standards, and procedures that are consistent with short- and long-term business plans to address the needs and priorities of the business and its customers
- Must be able to tailor communication to meet the needs of the target audience
- Enjoy fast-paced, energetic environment
- Minimum 5 years’ experience in a technical position in the plastics industry
- Knowledge and understanding of engineering thermoplastics (transformation, stabilisation and degradation), pigments, additives production technology of masterbatches
- Ability to speak with authority with industry leaders in polymer production and automotive business
- Commercial acumen gained through exposure to the sales process
Technical Support Manager Job Description
- Communicating complex messages to employees to enhance their understanding of the global strategy
- Maintaining a global approach to customer support issues and management
- Exercise independent thought within defined procedures and practices
- Supervise Technical Specialists
- Review all technical support processes and procedures to continuously improve them
- Plan calendar for after-hours support on a monthly basis
- Engagement with your OPS Manager on continuous improvements among the department’s goals
- Ensures robust systems are in place to capture quality and customer satisfaction issues
- Measures, evaluates and improves call center processes and performance
- Designs, manages and improves the knowledge base to increase productivity
- Experience of management in a customer services environment within the AEC, EPC or ENI software sectors
- Ability to work individually and as part of a team and towards team targets
- Ability to adapt and evolve the team over time as the supported product line grows
- The role will be based at our Leeds office but will involve an element of national and international travel
- Possesses excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, solve application problems with the end users
- Willing and able to work closely and effectively with other departments, peers
Technical Support Manager Job Description
- Collaborates with peers in other groups to schedule new projects and replan ongoing projects
- Plans and schedules projects and manpower
- Resolves problems that are diversified and complex and frequently involves issues that have not been encountered before
- Coaches, mentors and reviews performance for direct reports
- Reviews performance of direct reports, and establishes annual goals
- Identifies areas of improvement and implements necessary training and development programs
- Establishes career development plans with direct reports, and fosters mentoring of junior staff
- Assists and works with the Workforce team, in maintaining schedules for all Tech Support Specialists, Product Knowledge Gurus and Technical Support Team Leaders based on client demands for all inbound queues, real time demand and sales projections
- Works with Technical Support Team Leaders to identify and document marginal performers with Performance Coaching Forms in a timely manner
- Aids in the development of direct reports and Tech Support Specialists
- Preferably seven years of relevant work experience in a technical field, preferably software support for the petroleum, petrochemical, or engineering industries with some successful supervisory experience
- Understands the Technical Services organization and customer service request process
- Spanish communication skills (verbal and written)
- Strong knowledge of Support processes and terminology
- Excellent organization and work planning skills
- Ability to sit and talk via the telephone for extended periods of time
Technical Support Manager Job Description
- Ensures proper planning and application of technology
- Administers and audits key technical processes
- May assist Geomarket Sales in the preparation of bids and in engaging customers for input in the design of products and services
- Collaborates with Geomarket Operations and Sales to maximize profitability and customer satisfaction and meet growth targets in Geomarket
- Manager of Technical Support will assist in managing a team of technical staff providing desktop hardware and software support services at respective Steward Hospital sites and affiliated remote locations
- Handles day to day staff management including time reporting, staff oversight, and job assignments
- Supervise all aspects of direct report Technical staffing, including weekend/holiday coverage, daily work schedule and On-Call coverage
- Manages the receiving, shipping, and inventory of all PC desktops and peripherals at the respective Steward site
- Act as a liaison between local hospital users and leadership and centralized IS for technical issues, projects and deployments
- Participates in the development, planning and execution of large deployment projects and/or departmental moves of devices
- A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards
- Is up-to-date on the market best practice and their applications in area of expertise
- Degree in Electronics Engineering, Computer Science or other related field, or commensurate field experience
- 5 years managerial experience working in a complex technical environment, preferably in the payments industry
- Windows, Linux and other operating systems
- QP responsible for product release ensuring customer service targets are met while regulatory compliance is maintained