Technical Support Manager

We are seeking a Technical Support Manager (TSM) who can lead a technical support team that support collaboration technologies such as video conferencing (Teams Rooms, Zoom Rooms), calling (Teams Phone, Zoom Phone, SIP) and USD peripherals. Some examples of technology brands we support include Poly, Logitech, Crestron, Lenovo, QSC, Biamp and Shure.

The TSM will lead the team, coordinate resources, create and evolve processes and ensure that the team is meeting service level goals. Job Description and Responsibilities include:
o Lead and mentor a global team of technical support staff, providing guidance and support to ensure the team is operating efficiently resolving customer cases
o Develop and implement policies and procedures to enhance the team’s operations and to ensure that the support delivered is of the highest quality
o Recruit, develop and manage a first-class team of technical experts who deliver high quality customer-centric service
o Drive continuous improvement within the team and department functions
o Act as a point of escalation for both customers and the technical team, to assist with resolution of complex customer cases, and take casework as needed to support the workload of the team
o Manage multiple support channels and escalation activity, including portal cases, telephone, installation in-flight cases from PMO
o Manage the team’s work assignments to ensure efficient department operations
o Ensure high-quality, proactive communication with our customer base and OEM partners
o Ensure team is up to date on the latest technology and trends in the UC industry
o Define, collect and distribute KPIs for team operations and compliance with Service Level Agreements

Qualifications and Education Required:
o Bachelor’s degree in Computer Science, related field plus two years of experience in a leadership role, or an equivalent combination of education and experience desired
o Demonstrated experience recruiting, growing and managing support teams in a rapidly changing environment
o Demonstrated experience designing and implementing KPIs, and motivating a team to achieve results
o Excellent customer, cross-team and external relationship skills, including communication, both written and verbal with a focus on customer success and track record of customer advocacy with flexibility to adapt to client’s needs
o Strong leadership, problem-solving and organizational skills