Manager of Technical Support

Overview

The Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges. This team operates around the clock, 24/7/365. While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excellence. This role requires an individual with strong leadership skills, a customer-first approach, and a deep understanding of technical problem-solving. The Manager ensures that customer inquiries are handled efficiently and professionally while driving continuous improvement in service delivery.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

• Location: Bethesda, MD. In-office position.
• Travel: This role does not require travel.
• Salary Range: $85,000-105,000/year

Responsibilities

Team Leadership

• Manager and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions.

Customer Experience Management

• Ensure prompt and professional handling of customer inquiries via phone and email.

Issue Resolution & Escalation

• Develop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary.

Process Optimization

• Identify and implement best practices to efficiency, improving response times and resolution rates.

Performance Monitoring/Data & Reporting

• Establish and track KPIs related to customer response times, issue resolution rates, and customer satisfaction.
• Establish and document quality control checklist for new installations to ensure proper setup across multiple software applications.

Training and Development

• Conduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures.

Technology & Tools Utilization

• Ensure the team effectively ultilizes service management and customer support platforms.

Qualifications

Education

• Bachelor's degree preferred or equivalent technical support experience.

Experience

• Minimum 3-5 years of experience in field service, technical support, or installation management.
• Industry Knowledge: Access control, security systems, SaaS, or preferred technology-driven environments a plus.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
• Experience with a multi-layer ticketing systems for processing client requests.
• Experience with monitoring automation systems for alarm processing a plus.

Interpersonal Skills

• Excellent written and verbal communication skills for effective collaboration across teams.
• Ability to work indepently and proactively to address challenges.
• Strong leadership and team management experience with a proven ability to collaborate across teams.
• Ability to schedule and manage staffing in 24/7/365 environment.
• Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.