Vouch is looking for a Technical Support Manager on behalf of a client. The candidate should have a minimum of 5 years of experience in technical support, customer service, or IT management, with strong troubleshooting skills in software, hardware, networking, and cloud platforms. They must be proficient in operating systems (Windows, Linux, macOS), networking protocols (DNS, DHCP, VPNs, firewalls), cloud services (AWS, Azure, Google Cloud), and helpdesk tools (Zendesk, Freshdesk, Salesforce).
Strong leadership, project management, communication, and problem-solving skills are essential, along with the ability to handle customer escalations, performance monitoring, and process improvements in a fast-paced environment. The candidate should be strategic, data-driven, and customer-focused, ensuring high-quality support and continuous operational enhancements.
Primary Responsibilities:
1. Team Leadership & Management
- Lead, mentor, and develop the technical support team to maintain high performance and morale.
- Conduct regular training sessions to keep the team updated on new technologies and best practices.
- Set clear objectives, goals, and performance expectations for team members.
- Oversee recruitment, onboarding, and performance evaluations.
2. Customer Support & Escalation Management
- Ensure timely resolution of customer issues while maintaining a high level of satisfaction.
- Act as the primary escalation point for complex technical issues.
- Monitor customer feedback and proactively address recurring challenges.
- Develop strategies to enhance the overall customer support experience.
3. Operational Excellence
- Establish and maintain Standard Operating Procedures (SOPs) for technical support functions.
- Ensure the team meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Implement and optimize support tools, ticketing systems, and reporting mechanisms.
- Analyze support trends to improve workflows and operational efficiency.
4. Technical Expertise & Problem-Solving
- Maintain an in-depth understanding of company products, services, and technologies.
- Provide hands-on technical guidance and troubleshooting support to the team.
- Collaborate with engineering and product teams to address recurring technical issues.
- Stay updated with industry trends and implement relevant improvements.
5. Communication & Cross-Functional Collaboration
- Act as the bridge between technical support, sales, marketing, and product development teams.
- Deliver regular reports and updates to senior management on team performance, customer satisfaction, and operational challenges.
- Work with external vendors and partners to resolve third-party technical issues.
- Ensure clear and effective communication for both technical and non-technical audiences.
6. Strategic Planning & Growth
- Develop and implement strategies to scale support operations in alignment with business growth.
- Allocate resources effectively to meet current and future support demands.
- Define and enforce customer service policies that align with company objectives.
7. Risk Management & Compliance
- Identify risks within the support process and establish mitigation strategies.
- Ensure compliance with industry standards, regulatory requirements, and data protection laws.
8. Performance Metrics & Continuous Improvement
- Track key support metrics such as first-response time, resolution time, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
- Leverage data-driven insights to improve support processes and customer experience.
What I Am Looking For:
Experience & Technical Skills:
- Minimum 5 years of experience in technical support, customer service, or IT management.
- Strong troubleshooting skills in software, hardware, networking, or systems.
- Hands-on experience with:
- Operating Systems: Windows, Linux, macOS
- Networking: DNS, DHCP, firewalls, VPNs
- Cloud Platforms: AWS, Azure, Google Cloud
- Application Support Tools: Ticketing systems, monitoring tools (e.g., Nagios, SolarWinds, Datadog)
- Helpdesk Platforms: Zendesk, Freshdesk
- CRM Tools: Salesforce or equivalent
- Familiarity with ITIL frameworks or similar methodologies.
Education & Certifications:
- Bachelor's degree in Cybersecurity, Computer Science, Information Technology, IT Engineering, or Business Administration.
- Preferred certifications (not mandatory but a plus):
- CompTIA A+
- Azure Administrator
- AWS Solutions Architect
- CCNA
- ITIL Foundation
- ScrumMaster
- Six Sigma
Soft Skills & Leadership Qualities:
- Strong leadership skills – ability to manage, mentor, and motivate a team.
- Excellent problem-solving skills – expertise in troubleshooting and diagnosing issues accurately.
- Project management & strategic planning abilities – ability to oversee support operations efficiently.
- Effective communication – able to simplify complex technical concepts for non-technical audiences.
- Conflict resolution & adaptability – able to handle escalations and high-pressure situations professionally.
- Customer-first mindset – strong commitment to delivering high-quality support and customer satisfaction.
Vouch is looking for a Technical Support Manager on behalf of a client. The candidate should have a minimum of 5 years of experience in technical support, customer service, or IT management, with strong troubleshooting skills in software, hardware, networking, and cloud platforms. They must be proficient in operating systems (Windows, Linux, macOS), networking protocols (DNS, DHCP, VPNs, firewalls), cloud services (AWS, Azure, Google Cloud), and helpdesk tools (Zendesk, Freshdesk, Salesforce).
Strong leadership, project management, communication, and problem-solving skills are essential, along with the ability to handle customer escalations, performance monitoring, and process improvements in a fast-paced environment. The candidate should be strategic, data-driven, and customer-focused, ensuring high-quality support and continuous operational enhancements.
Primary Responsibilities:
1. Team Leadership & Management
- Lead, mentor, and develop the technical support team to maintain high performance and morale.
- Conduct regular training sessions to keep the team updated on new technologies and best practices.
- Set clear objectives, goals, and performance expectations for team members.
- Oversee recruitment, onboarding, and performance evaluations.
2. Customer Support & Escalation Management
- Ensure timely resolution of customer issues while maintaining a high level of satisfaction.
- Act as the primary escalation point for complex technical issues.
- Monitor customer feedback and proactively address recurring challenges.
- Develop strategies to enhance the overall customer support experience.
3. Operational Excellence
- Establish and maintain Standard Operating Procedures (SOPs) for technical support functions.
- Ensure the team meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Implement and optimize support tools, ticketing systems, and reporting mechanisms.
- Analyze support trends to improve workflows and operational efficiency.
4. Technical Expertise & Problem-Solving
- Maintain an in-depth understanding of company products, services, and technologies.
- Provide hands-on technical guidance and troubleshooting support to the team.
- Collaborate with engineering and product teams to address recurring technical issues.
- Stay updated with industry trends and implement relevant improvements.
5. Communication & Cross-Functional Collaboration
- Act as the bridge between technical support, sales, marketing, and product development teams.
- Deliver regular reports and updates to senior management on team performance, customer satisfaction, and operational challenges.
- Work with external vendors and partners to resolve third-party technical issues.
- Ensure clear and effective communication for both technical and non-technical audiences.
6. Strategic Planning & Growth
- Develop and implement strategies to scale support operations in alignment with business growth.
- Allocate resources effectively to meet current and future support demands.
- Define and enforce customer service policies that align with company objectives.
7. Risk Management & Compliance
- Identify risks within the support process and establish mitigation strategies.
- Ensure compliance with industry standards, regulatory requirements, and data protection laws.
8. Performance Metrics & Continuous Improvement
- Track key support metrics such as first-response time, resolution time, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
- Leverage data-driven insights to improve support processes and customer experience.
What I Am Looking For:
Experience & Technical Skills:
- Minimum 5 years of experience in technical support, customer service, or IT management.
- Strong troubleshooting skills in software, hardware, networking, or systems.
- Hands-on experience with:
- Operating Systems: Windows, Linux, macOS
- Networking: DNS, DHCP, firewalls, VPNs
- Cloud Platforms: AWS, Azure, Google Cloud
- Application Support Tools: Ticketing systems, monitoring tools (e.g., Nagios, SolarWinds, Datadog)
- Helpdesk Platforms: Zendesk, Freshdesk
- CRM Tools: Salesforce or equivalent
- Familiarity with ITIL frameworks or similar methodologies.
Education & Certifications:
- Bachelor's degree in Cybersecurity, Computer Science, Information Technology, IT Engineering, or Business Administration.
- Preferred certifications (not mandatory but a plus):
- CompTIA A+
- Azure Administrator
- AWS Solutions Architect
- CCNA
- ITIL Foundation
- ScrumMaster
- Six Sigma
Soft Skills & Leadership Qualities:
- Strong leadership skills – ability to manage, mentor, and motivate a team.
- Excellent problem-solving skills – expertise in troubleshooting and diagnosing issues accurately.
- Project management & strategic planning abilities – ability to oversee support operations efficiently.
- Effective communication – able to simplify complex technical concepts for non-technical audiences.
- Conflict resolution & adaptability – able to handle escalations and high-pressure situations professionally.
- Customer-first mindset – strong commitment to delivering high-quality support and customer satisfaction.