What are the responsibilities and job description for the Manager, Technical Support position at N-able?
Why N-able:
We are seeking a Technical Support Manager to join us on this exciting journey as we grow! The successful candidate is a proven leader and will have experience managing a Technical Support team. Managers are responsible for ensuring high quality, timely resolution of partner issues that align with Service and Experience level objectives. Our partners should leave their interaction with our Support teams in a better position than when they first engaged with us. The Manager, Technical Support will be able to understand and lead their direct reports through responding to technical issues, working across departments to drive issue resolution, and escalating issues when necessary.
What You'll Do:
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IT doesn’t get better than this! N-able isn’t just another software company – we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!
We are seeking a Technical Support Manager to join us on this exciting journey as we grow! The successful candidate is a proven leader and will have experience managing a Technical Support team. Managers are responsible for ensuring high quality, timely resolution of partner issues that align with Service and Experience level objectives. Our partners should leave their interaction with our Support teams in a better position than when they first engaged with us. The Manager, Technical Support will be able to understand and lead their direct reports through responding to technical issues, working across departments to drive issue resolution, and escalating issues when necessary.
- Drive a solution/results-focused, high performing culture among the teams.
- Manage the daily operations of the Contact Center including recruiting, training, mentoring, motivating, and managing a team of Support Engineers.
- Monitor caseload and ensure adherence to Service and Experience Level Objectives.
- Mentor direct reports, provide growth opportunities, and conduct performance reviews.
- Monitor KPIs to measure team performance and drive process improvement.
- Handle client escalations and resolution through all levels of an organization.
- Assign and manage projects based on new product releases, call-related issues, and/or training needs within the organization. Track projects and create documentation based on project successes.
- Provide empathy and understanding of client issues and the impact on their business operations.
- Establish effective processes and practices for knowledge sharing and communication.
- Collaborate with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
- Review departmental communication and processes, recommend improvements and drive efficiency.
- Review Satisfaction Survey data and leverage feedback to coach direct reports and drive continuous improvement.
- 5-7 years of technical experience with 2 years at the management level
- Both hands-on software support experience combined with strong management and communication skills.
- Skilled at problem-solving, decision making, and negotiations.
- Strong written and verbal communication skills.
- Strong interpersonal skills; able to communicate at all levels of an organization.
- Able to manage multiple projects simultaneously.
- Proven ability to execute in a customer-focused environment and advocate for partners across a cross-functional organization.
- Demonstrate the ability to manage changing and multiple priorities.
- Able to communicate verbally to technical and non-technical audiences and at all levels of the organization as well as across the client base.
- Work with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
- Lead partner facing conversations to drive solutions cross functionally and help build partner loyalty.
What do we offer you?
- Medical, dental and vision – for employee, partner, and children!
- Generous PTO and observed holidays
- 2 Paid VoluNteer Days per year
- Pension Plan with company-contribution
- Employee Stock Purchase Program
- Discounted gym access at several local facilities
- Company-wide 'No Meeting' Days
- FuN-raising opportunities as part of our giving program
- N-ablite Learning – custom learning experience as part of our investment in you
- The Way We Work – our hybrid working model based on trust and flexibility
At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.
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Salary : $79,900 - $101,000
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