Technical Manager - Team Manager

📋 Description

• Manage and mentor a team of technical support engineers, providing regular coaching and performance
• Oversee daily operations of the support team, ensuring adherence to service level agreements (SLAs)
• Develop and implement support strategies, processes, and procedures to improve efficiency and
• Monitor key performance indicators (KPIs) and report on team performance to senior management
• Handle escalated customer issues and act as a point of contact for high-priority technical problems
• Utilize Tenable Salesforce instance to document all support interactions and advance issues to

🎯 Requirements

• Minimum of 2-4 years' experience in supporting a tech program
• Experience in managing a team of 10 to 15 TSEs
• Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and
• Demonstrated leadership/people manager skills; the ability to take the lead in making improvements
• Knowledge of metrics, their measurements, thresholds, targets and process owners
• Strong customer-orientation when managing communications and issues