Technical Support Manager

Job Description: We are seeking an individual with a background in technical support and a minimum of 5 years of leadership experience.

Job Overview: The Technical Support Manager will oversee a growing team and operations, necessitating advanced knowledge of contact center principles and procedures.

As the Technical Support Manager for Tier 1, you will lead and develop a high-performing team capable of delivering exceptional support to our priority customers. This role involves managing day-to-day operations in an omnichannel customer service model (phone, chat, email), resolving high-priority cases, collaborating with various departments, coaching support staff, and optimizing processes for scalability and efficiency. Strong leadership skills, project management expertise, and proficiency in using metrics to drive success are essential.

Required Experience & Skills:

• 5 years of managerial experience in a contact center preferred
• Minimum 4 years of experience in IT customer support or technical help desk
• Proficiency in MS Office Suite
• Demonstrated leadership and management abilities
• Experience managing KPIs and metrics related to customer satisfaction and call performance
• Ability to mentor, empower, and develop employees
• Knowledge of Tier 1 support roles in customer service
• Proficiency in documenting support processes and maintaining SLAs
• Strong interpersonal and communication skills

Job Responsibilities:

• Foster a culture of mentorship, development, and guidance within the team
• Establish and maintain efficient organizational structures and workflows
• Collaborate with department managers to meet staffing objectives
• Stay informed about emerging trends in call center operations management
• Contribute to project completion as needed
• Perform other duties as assigned

Education:

• High School Diploma or equivalent
• Bachelor's degree preferred, or equivalent combination of education and experience

Working Hours/Days:

• Monday - Friday, 11 AM - 8 PM
• Full-time position

Work Environment/Hazards:

• Office-based work environment with moderate noise levels
• Regular interaction with external and internal clients

Physical Demands:

• Extended periods of sitting and standing (8-10 hours/day)

Travel Requirements:

• Up to 10%

Affirmative Action (AAP/EEO Statement): Nextlink is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Job Type: Full-time

Pay: $52,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Compensation package:

• Yearly bonus

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Night shift
• On call
• Weekends as needed

Application Question(s):

• This manager will work the shift Mon-Fri 11 am-8 pm. Do these days & hours work for you?

Experience:

• Call center management: 5 years (Required)
• IT management: 5 years (Required)

Work Location: In person