Technical Support Team Manager

We are seeking an experienced and highly motivated Technical Support Team Manager to lead and manage our technical support team. The ideal candidate will have a strong background in technical support, leadership experience, and a commitment to delivering exceptional customer service. You will be responsible for overseeing the day-to-day operations of the team, ensuring issues are resolved efficiently, improving processes, and developing team members' skills to meet the organization's goals and customer needs.

#LI-TT1

• Lead and motivate a team of technical support and printer repair specialists to provide excellent customer service and timely issue resolution.
• Monitor team performance and ensure adherence to service level agreements (SLAs) and quality standards.
• Conduct regular one-on-one meetings with team members, providing feedback, coaching, and development opportunities.
• Identify training needs and organize skill development sessions to improve team performance and technical knowledge.
• Assist with recruitment, onboarding, and training of new team members.
• Foster a collaborative and positive team environment, encouraging open communication and knowledge-sharing.
• Oversee the daily operations of the technical support team, ensuring that all incoming support requests are logged, tracked, and resolved in a timely manner.
• Ensure effective prioritization of tasks and issue escalations, balancing customer urgency with team capacity.
• Review and analyze support tickets and reports to identify trends, areas for improvement, and recurring technical issues.
• Ensure proper documentation of troubleshooting procedures and solutions for future reference.
• Continuously review and improve support processes, workflows, and systems to enhance team efficiency and customer satisfaction.
• Develop and implement strategies for reducing response and resolution times, improving first-contact resolution rates, and enhancing the overall support experience.
• Collaborate with other teams (e.g., product, development, QA) to ensure a seamless handoff of technical issues and feedback.
• Act as an escalation point for complex or critical issues, ensuring that customer concerns are addressed and resolved quickly and effectively.
• Monitor customer feedback and satisfaction levels, using insights to improve service delivery.
• Ensure the team maintains a customer-centric approach, communicating technical information in an understandable manner.
• Generate and review performance metrics and reports (e.g., ticket volume, response times, resolution times) to assess team performance.
• Provide regular updates and reports to senior management on team progress, challenges, and customer feedback.
• Set and track team goals aligned with departmental and organizational objectives.
• Work closely with other departments (Product, Development, Sales, etc.) to ensure customer issues are understood and addressed.
• Participate in cross-departmental meetings to provide technical input and advocate for team needs.