We are seeking a Technical Support Manager who is a services expert focused on building internal/external relationships while delivering exceptional results. This role works collaboratively across the services organization, sales, operations, and admin to drive the performance of the team forward in tandem with world-class customer results and satisfaction. There are two key aspects of this function – delivering value to our customers through your team and managing team initiatives to move business results forward. Responsibilities & Duties: Drives value to customers and team members by creating and sharing related knowledge and how the Company partners with customers to support their business strategy and goals Provide consistent oversite on service tickets progress to ensure customer timelines and expectations are managed Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until the customer has confirmed issue resolution Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs Accountable for the team’s delivery of timely and accurate technical solutions to customers Demonstrate an approach of continuous improvement across all areas of the work Ensure depth and breadth of technical skills are maintained across the team to support customer demand Partner across internal teams to vet and onboard new products and/or services Develop, implement, and continuously improve process documentation for the technical support team Manage initiatives for the team to deliver next-generation services Actively participate in best practice sharing within the services organization Proactively explore automation and net new efficiencies, making recommendations to senior leadership. Requirements & Skills: Bachelor’s degree or four or more years of work experience Experience working in Support Desk 5+ years of experience in a technical and/or services industry Experience with ticketing solutions such as ZenDesk Prior consulting or support experience preferred Prior mentoring or leadership experience preferred.

Employment Type: Full-Time

Salary: $25.00 - 45.00 Per Hour