Manager Technical Support

Manager Technical Support

Location: Salt Lake City, UT

As a Manager of Technical Support, you will be responsible for leading a team of highly capable support engineers who work with an innovative suite of software products and provide world class support to businesses utilizing inContact’s software products. Your team will focus on providing issue resolution and troubleshooting support for customers ranging from SMB to Enterprise.  A successful candidate will have an established background in managing customer relationships, coordinating with internal teams, strategic contribution, and employee development.  Strong technical ability, great communication skills, and a motivation to achieve results in a dynamic, fast paced environment are also required.   

Major Functions/Responsibility 

• Lead a world-class support delivery team, including active mentorship for growth 
• Prioritize, assign, and manage department activities and projects in accordance with the department’s goals and objectives 
• Manage resources to provide optimum support for customers ensure defined Service Level Agreements are met 
• Coordinate with global leadership team to ensure successful 24/7 global support, and effective handoff of work from region to region. 
• Work directly with customers of all levels on escalated issues to manage customer expectations and drive issues to resolution. 
• Own internal and external escalation management practices and corresponding communication 
• Continuously analyze existing processes and practices looking for ways to improve team operations 
• Cross-functional customer coordination with Customer Success, Engineering, NOC, and Operations teams 
• Coordinate with product teams to improve customer product experience in order to improve customer confidence and trust 
• Participate in all aspects of the talent management process from hiring, onboarding, performance management and terminations
• Participate in and lead strategic projects focused on improved customer experience and organizational effectiveness. 

Required Education, Experience, and Specific Job-Related Skills 

• Bachelor’s degree in Computer Science, Business Information Systems or similar field or equivalent work experience required 
• 6+ years in a technology related field  
• 1+ years as a people manager with direct management of support delivery teams 
• Demonstrated ability to effectively lead a team to deliver on Service Level Agreements 
• Demonstrated ability to facilitate collaboration and achieve consensus in cross-functional teams. 
• Exceptional verbal and written communication, customer service, troubleshooting, and organizational skills required 
• Experience driving cross-functional initiatives, including collaboration for support & engineering process improvements 
• Solid understanding of TCP/IP fundamentals