Technical Support Manager

US-MI-Ann Arbor
FLSA Status
Regular Full-Time


Responsible for managing a team of Technical Support Representatives, Senior Technical Support Representatives, and Business Operations teams in a help desk environment which includes direct client contact for issues of a highly technical nature.   Ensures stated service and efficiency goals are met.

Position 80s

  • Work with Managers and leads to ensure complete coverage of Call Center and Business Operations teams
  • Responsible for recruiting, hiring, and training ALL Technical Support and Business Operations replacement staff.
  • Responsible for conversion to AutoPoint OneSalesforce instance
  • Responsible for conversion from Aspect to InContact ACD for Technical Support and Business Opertions teams.
  • Supervise team of 15 Technical Support and Business Operations teams
  • Makes day-to-day operational decisions concerning staff and business needs
  • Ensure that client SLAs are met on a daily, monthly basis
  • Plans staffing and training based off advanced forecasting tools
  • Interviews and hires qualified individuals to fill open roles within the department
  • Handles front line customer calls as needed
  • Generates daily, weekly, and monthly reports requested by both internal and external clients
  • Develops and mentors employees to a high level of competency and prepares them for career advancement opportunities
  • Handles issues of a highly technical nature, and challenging calls from clients
  • Assist in the identification, development and documentation of required relevant policies
  • Participates in the definition of key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance and identify opportunities for improvement


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

  • High School Degree or equivalent required
  • College or technical degree in Computer Science or equivalent preferred
  • Technical certifications preferred
  • 5 + years customer service experience preferred
  • 5 + years help desk or technical support experience preferred


Required Skills and Abilities

  • Exceptional multitasking ability.
  • Ability to resolve issues and exhibit strong initiative
  • Excellent planning, training and follow-up skills and analytical abilities
  • Hands on work attitude and customer service savvy
  • Ability to document process flows and implement process improvement
  • Superior written and verbal communication skills


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