Technical Support Manager

Technical Support Manager

Manages support reps (people who take the initial call), level 1, level 2, and level 3 techs
Performance Reviews
Training / Coaching
Manages call queue in high call volume times to make sure high priority calls are being addressed in a timely manner
Works with customers on escalated cases to improve resolution time and provides advanced troubleshooting skills to resolve problems
Maintaining goals and metrics for department
Works closely with QA, development, engineering, and inventory to improve service level to customer
Improvement of current work flows and processes in the department
Customer portal - a website with knowledge base documents created by the technical support department, forums, etc.

Skills necessary for Job:
Excellent problem solving skills Uses process of elimination; must be very quick when looking at a problem and deciding the best course of action to take
Able to navigate through political minefields
Strong personality --confident in their skill set. Be willing to challenge executive management like the CTO and CEO. Someone who presents facts well and delivers conclusions without becoming defensive. Willing to challenge the status quo.
Very Intelligent; fast learner
Mechanically inclined; someone who has a hobby of working on cars or computer equipment.
Great leadership skills We have a very new group of techs and coaching the group is critical. Must be someone who enjoys training and spending time with others. Someone who wants to create a team environment.
Technical skills
Understand networking concepts and have an intelligent conversation with IT people.
Understand the purpose and functionality of hubs and switches, Windows permissions and anti-virus and how those can affect programs, Windows Registry, VLANs, domain vs workgroups, VPN, firewalls, and remote software like Remote Desktop and TeamViewer and security concerns customers may have related to these types of software.
General background:
Would like the candidate to have management experience where they are responsible for holding people accountable and coaching people to be successful in their role. Also need to have experience in speaking with and writing to customers. Someone from a help desk environment where they were not able to walk up to someone's desk and resolve the issue would be desirable. This person must be able to envision the setup and possible failures in their heads.

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