Technical Support Manager

Duties and Responsibilities:

• Responsible for the performance and results of the Technical Services Engineers, regardless of their main focus (Cloud/Backline/Proactive) 

• Effective management of the team including coaching, mentoring & development.  

• Regular one on one interactions to ensure expectations and the company/department direction are clearly communicated. 

• Establish strong operational relationships with Engineering, CRI and Support Tiers. Act as an escalation point for high severity customer issues that arise from within the team; or directly from customers.  

• Monitor and manage according to key metrics which will measure the effectiveness of the team in meeting key goals such as customer satisfaction and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved. Defining, Supporting and executing the strategy, mission and vision of Keyloop Technical Services  

• Improving Platform quality through engagement with other Keyloop Teams.  

• Recruitment, performance management and development of the team including coaching, mentoring, and regular one-to-one interactions to ensure expectations and the company/department direction are clearly communicated.  

• Leading, organizing and motivating the team to deliver the highest possible quality of service to customers. Creatively managing and allocating resources to ensure appropriate availability and skill within the team to resolve customer issues in optimum timeframe.  

• Building effective working relationships and collaborating with other functions / support teams to ensure smooth information flow and the operational success of Keyloop Platform Function.  

• Acting as an escalation point for high severity customer issues that arise 

• Regularly meeting with internal customers to gather direct customer feedback, educate on platform processes, and promote Technical Services 

Knowledge and Experience:

• Business & Strategic Impact:
 
• Nature of accountability for results: 

  The Technical Support Manager plays a critical role in shaping the overall customer experience and maintaining customer satisfaction. By effectively managing the support team and processes, this role contributes to the company’s reputation and long-term success. 

  The Technical Support Manager is accountable for the performance and outcomes of the technical support team. This includes ensuring timely and accurate resolution of customer issues, maintaining high levels of customer satisfaction, and achieving support-related KPIs. 

 
• Level of analysis and judgement applied:  This role requires a high level of analytical thinking and judgement. The Technical Support Manager must be able to assess complex technical issues, identify root causes, and implement effective solutions. Additionally, the manager must evaluate support metrics to identify trends and areas for improvement.  
• Leadership
• Nature of guidance received: The Technical Support Manager will report to the Technical Services Manager or a similar senior role. Guidance received will primarily be strategic, with the expectation that the manager will independently handle the operational aspects of the support team.  
•  Nature of guidance provided to others: The Technical Support Manager will provide direct guidance and mentorship to the technical support team, including junior support staff and team leads. This includes setting performance expectations, providing training and development opportunities, and offering support for complex technical issues.  

Skills and Abilities:

• Relationship Focus
• Nature and level of contact within/outside the organization: The Technical Support Manager must possess excellent interpersonal and communication skills to build and maintain strong relationships with customers, support staff, and other departments. This role requires a customer-centric approach and the ability to empathize with and understand customer needs. Externally, the Technical Support Manager will interact with customers, vendors, and industry partners to resolve issues and stay informed about industry developments.