Team Manager, Technical Support

📋 Description

• Manage & lead a team of globally distributed technical support professionals to provide
• Set clear objectives, coach & provide feedback, evaluate progress, and instill a high
• Own and drive performance and customer outcomes through the delivery of SLAs and KPIs
• Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver
• Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations
• Execute to meet targets of strategic goals set by Support Leadership

🎯 Requirements

• 3+ years of prior people management or equivalent experience in mentoring, managing, or providing
• 3+ years experience working in a technical support or customer service environment, with a
• Experience with frontline management and working with or leading global teams preferred
• Experience in coaching, mentoring, managing, and evaluating performance of individual contributors
• Excellent end-user interaction and strong written and verbal communication skills
• Leadership skills and proven track record as a resource for other team managers