Technical Support Manager
Technical Support Manager
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Job Description
Job Description
Title: Technical Support Manager
Location: Tempe AZ (fulltime hybrid position)
Overview
Our SaaS client offers a highvolume multitenant enterprise platform specializing in business process automation. As part of a dynamic and fastpaced team youll work with cuttingedge technologies tools and development practices to support multiple business models across various industries.
Were seeking a Technical Support Manager to lead and evolve a team of support professionals (Level 1 through Level 3. In this role youll be responsible for overseeing support operations enhancing processes managing team schedules and ensuring a toptier client experience.
This position supports the core SaaS application as well as additional integrated tools. The Technical Support Manager reports to the Vice President of Operations. This is a fulltime hybrid role based in Tempe Arizona.
Key Responsibilities- Lead and manage a team of hybrid and remote support staff across all levels
- Develop and maintain effective support schedules to ensure consistent coverage
- Maintain and enforce support and security protocols
- Track team performance and ensure service level agreements (SLAs) are met
- Identify and implement process improvements new tools and technologies
- Ensure the team receives ongoing training and professional development
- Serve as a point of escalation for complex issues and inquiries
- Collaborate with other departments when issues fall outside the scope of support
- Drive continuous improvement in support operations and client service delivery
- Deliver excellent service to both external customers and internal users
Qualifications
- Proactive independent problemsolver with a track record of developing effective solutions
- Strong background in SaaS support and support team management
- 5 years of experience in a technical or softwarefocused role.
- Proven ability to manage individual performance through coaching regular feedback and performance reviews to support professional growth and team success.
- Bachelors degree or equivalent combination of experience and education
- Proven success managing support operations in a software environment
- Familiarity with multichannel support strategies
- Experience with helpdesk systems (Freshdesk preferred)
- Analytical mindset with a focus on metrics performance and rootcause resolution
- Strong communicator with experience leading meetings and presenting to all levels of stakeholders
- Ability to read and write basic SQL queries or scripting languages
- Handson experience administering Freshdesk
- Familiarity with handling PII and HIPAA compliance requirements
- Knowledge of Office365 tools and administration
Required Experience:
Manager
Employment Type
Full-Time
