Manager Technical Support

Hyderabad Hybrid 3 Days/Week in Office

About the Role

The Manager Technical Support leads the day-to-day operations of a technical support team ensuring timely high-quality support for customers and this role you will be responsible for team performance issue escalation operational execution and the continuous improvement of support delivery. If youre a people-first leader with a strong technical background and a passion for building accountable customer-focused teams this role is for you.

Technology Tools

• Microsoft Productivity Tools (Word Excel PowerPoint Outlook Teams)
• Support & Ticketing Platforms (e.g. Salesforce Service Cloud or Equivalent)

Your Role Responsibilities Heres What Youll Do

• Manage daily operations of the technical support team including workload management quality and responsiveness; serve as an escalation point for complex or urgent customer and partner issues ensuring timely and effective resolution.
• Monitor and manage team performance using defined metrics; address performance gaps and operational risks while executing departmental goals benchmarks and operating procedures.
• Provide regular coaching feedback and performance management for direct reports; hire onboard and manage employees including compensation decisions and employee relations in partnership with HR.
• Develop team members technical skills communication and customer engagement capabilities; identify and develop high-potential employees and future leaders within the organization.
• Collaborate with cross-functional teams to improve product quality supportability and customer experience; contribute to budget management and operate within approved financial targets.
• Evaluate and improve team processes tools and workflows to increase efficiency and consistency; ensure team projects and initiatives are delivered on time within scope and to quality standards.

Role Essentials What You Bring

• Bachelors degree or equivalent experience with 8 years of experience in technical support or a related field and prior people management experience preferred.
• Experience managing operational metrics and team performance with a demonstrated ability to coach develop and hold employees accountable to defined standards.
• Strong analytical problem-solving and decision-making skills with solid technical aptitude and a thorough understanding of support operations and escalation processes.
• Effective written and verbal communication skills with a strong customer focus and service orientation and the ability to work effectively in a fast-paced deadline-driven environment.
• Proficiency with Microsoft productivity tools with up to 15% travel time required.

What Wed Like to See Preferred Skills

• Experience building and maintaining high-performing technical support teams with a proven track record of driving customer satisfaction and operational excellence.
• Demonstrated ability to identify and develop high-potential employees and future leaders through structured coaching mentorship and career development initiatives.
• Experience collaborating cross-functionally with Product Engineering and other teams to improve product quality supportability and the overall customer experience.
• Strong process improvement mindset with experience evaluating and optimizing support tools workflows and procedures to increase team efficiency and consistency.
• Experience contributing to budget management and operating within approved financial targets in a fast-paced customer-facing support environment.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

Trusted by thousands of organizations worldwide including many of the Fortune 100 Hylands solutions create the foundation for a connected agentic enterprise where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hylands platform and services please visit .

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About Hyland Life

#HylandLife

Since 1991 it has been Hylands mission to help our employees customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do whether its helping customers succeed raising up their fellow Hylanders or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive inclusive workplace is imperative to sustainable success.

As weve grown to a company of nearly 4000 strong we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications verify identity and comply with legal requirements.