Technical Support Manager

About Us:

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces.

Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs.

Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location.

As the communication and security needs of the workforce evolve, Cytracom continues to deliver powerful yet intuitive solutions that enable MSPs and ITSPs to meet the challenges of security, compliance, and connectivity. Specialized products, support, and training give partners an advantage over the competition, reinforcing Cytracom’s commitment to connecting the modern workforce while empowering our partners and customers to grow and thrive. Cytracom is a Sverica Portfolio Company headquartered outside of Dallas, TX.

Our Benefits:

• Medical, dental, and vision insurance is available
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments
• Standing desks

Here's a closer look at this key role:

As a Technical Support Manager, you will be responsible for ensuring that all technical support functions are executed with efficiency, and to provide customers with a seamless, positive experience that fosters trust and loyalty. As a Technical Support Manager, you will also build and maintain a world-class technical support team that not only resolves technical issues rapidly and effectively but also acts as a bridge between the customers and the company, championing customer needs and ensuring they are at the forefront of company priorities.

Responsibilities:

• Run Efficient Support and Customer Service Organizations: Foster a work environment where team members are engaged, motivated, and aligned with the mission of creating a successful MSP channel. This includes periodic team health checks and morale-boosting activities.
• Drive a Culture of “Extreme Ownership”: Instill a mindset where every team member takes complete responsibility for the tickets they handle. Ensure that mechanisms are in place to track and review unresolved tickets.
• Own Customer Service Escalations and ICU Process: Act as the highest point of contact for escalated issues. Work closely with internal teams to streamline the escalation process and reduce the number of inbound calls and escalations.
• Ensure World-Class Service (CSAT): Regularly review customer satisfaction metrics and implement strategies to maintain or improve scores. This includes staff training and process optimization.
• Improve Issue Resolution Time: Actively monitor tech support and ICU SLAs, and develop strategies to improve these metrics without sacrificing quality.
• Drive Continuous Improvement: Analyze customer interactions and support tickets to identify trends. Implement preventive measures to reduce the occurrence of common issues, thereby reducing overall ticket volumes.
• Ensure Smooth Onboarding Process: Oversee the onboarding process for new customers, ensuring it's as seamless as possible. This includes coordinating with other departments like Sales and Product Development.
• Manage Executive Support Escalations: Be the focal point for all escalations requiring executive attention. This involves tracking these through the ICU process and ensuring timely resolutions.
• Develop and Monitor KPIs: Apart from standard KPIs, develop custom KPIs that are more relevant to Cytracom's specific needs. Regularly review these to gauge performance and areas for improvement.
• Inter-Departmental Coordination: Act as a liaison between the support team and other departments such as development, sales, and marketing to ensure a unified approach to customer satisfaction.

Requirements:

• Extensive experience and understanding in running help desk and tech support organizations and supporting software
• Ability to understand company products and underlying technologies
• Understanding, identifying, and measurement of key performance indicators
• Structuring, building and mentoring a high-performing team
• Analytical thinker with strong task planning and delegation skills.

Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.