Technical Support Manager
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Job Location:
Boston, NH - USA
Yearly Salary:
USD 110000 - 120000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job description
Job Summary
The Technical Support Manager is responsible for leading the Level 2 technical support team ensuring efficient incident resolution optimal service delivery and exceptional customer experience. This role manages team performance and drives continuous improvement in alignment with service management best practices. The Technical Support Manager supervises coaches and mentors Level 2 engineers while maintaining high standards of customer satisfaction.
Essential Duties and Responsibilities
Service Delivery Management: Manage day-to-day operations of the Level 2 engineering team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Oversee incident documentation categorization prioritization and troubleshooting activities. Ensure proper escalation procedures are followed for incidents requiring Level 3 support. Monitor ticket queues and workload distribution to optimize response times and resolution rates. Maintain high standards of customer satisfaction through quality service delivery.
Team Leadership & Development: Supervise coach and mentor Level 2 engineers. Conduct regular performance evaluations providing constructive feedback and development plans. Lead recruitment efforts and onboarding of new team members. Foster a culture of accountability continuous learning and service excellence. Provide ongoing training to ensure team proficiency in troubleshooting methodologies and technical skills. Manage staff scheduling to ensure adequate coverage including after-hours and on-call support.
Process & Quality Management: Implement and maintain standardized processes for incident management service request fulfillment and knowledge management. Develop and enforce standard operating procedures. Monitor quality of customer interactions through ticket reviews. Identify opportunities for process improvements and automation to enhance efficiency. Ensure accurate documentation of incidents resolutions and known errors in the knowledge base.
Operational Excellence: Analyze support metrics and dashboards to identify performance gaps and improvement opportunities. Drive root cause analysis for recurring incidents and implement preventive measures. Collaborate with other Services and Delivery teams to improve overall service supportability. Ensure compliance with organizational policies security standards and regulatory requirements.
PLEASE NOTE: This is not an exhaustive list of all duties responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Success Profile
The ideal candidate is a hands-on leader who thrives in operational environments and isnt afraid to dig into the details. You bring structure accountability and a relentless focus on continuous improvement. You excel at translating strategic goals into daily execution using data to drive decisions and addressing performance issues head-on. You believe in empowering your team through clear expectations consistent feedback and a culture where excellence is the standard.
Physical Demands
This position often requires sitting for long periods of time standing walking using hands and arms handling office equipment speaking listening and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers scanners and computer software.
Working Environment
This is a remote position with occasional travel required (10-20%). The role may require extended hours and participation in after-hours on-call rotation to support 24x7 helpdesk operations.
Accommodations
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
Salary Range:
$110K - $120K USD Annually
Notice for New York City Applicants:
For roles based in New York City RadNet/DeepHealth may use an Automated Employment Decision Tool (AEDT) to assist in candidate assessment. New York City residents may review the required AEDT notice bias audit summary and information on how to request an alternative process by contacting
Job requirements
Minimum Qualifications Education and Experience
Bachelors degree in Information Technology Computer Science or related field; or equivalent professional experience (minimum 3-5 years in IT support)
3 years of progressive experience in technical support or helpdesk operations
2 years of experience supervising or managing technical support teams in a help desk or service desk environment
Experience working in high-volume metrics-driven support environments
Strong understanding of service management best practices particularly incident management service request management and knowledge management
Proficiency with helpdesk/ticketing systems and IT service management (ITSM) platforms
Familiarity with remote support tools and technologies
Proficient in Microsoft Office Suite (Outlook Word Excel PowerPoint)
Experience working across different time zones and cultural contexts
Demonstrated ability to build and sustain high-performance teams
Strong coaching and mentoring skills with a track record of developing talent
Ability to hold team members accountable while maintaining morale and engagement
Proven crisis management and escalation handling capabilities
Excellent verbal and written communication skills
Strong analytical and problem-solving abilities with data-driven decision making
Ability to manage multiple priorities in a fast-paced environment
Customer-focused mindset with commitment to service excellence
Flexibility to work extended hours and participate in on-call rotation as needed
Preferred Qualifications
Experience with Jira Service Management or similar ITSM platforms
Knowledge of SaaS and cloud-based support models
Background in workforce management and capacity planning across multiple geographic locations
Familiarity with global support delivery models and cross-cultural team management.
- Boston Massachusetts United States
All done!
Your application has been successfully submitted!
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
DeepHealth supercharges your radiology workflows with its cloud-native, radiology AI-infused DeepHealth informatics portfolio.
