Sr. Manager, Technical Support

About Recast:

Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices. Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them. 

About the Role: 

We are looking for a Senior Manager, Technical Support to lead our Technical Support Engineers, mature our support processes and operations. You'll own the success of the team, from developing and managing to metrics, to operationalizing consistent processes, to managing ongoing strategic initiatives.

The ideal candidate is someone who is excited to lead and grow a team of incredible Technical Support Engineers. You take on your team's success as your own and thrive bringing the best out of your team. You are deeply curious about what is working (and what is not) and use data to drive your decision making. You think strategically and at scale, constantly looking for ways to optimize processes and make the most out of our resources. You are always looking for opportunities to collaborate and can easily build relationships across functions to deliver our customers a world class experience. The IT space (and especially endpoint administration) fascinates you. 

Key Role Responsibilities:

• Lead a growing team of Technical Support Engineers distributed across North America. Investing in professional development and career growth while building a culture of curiosity, empathy, and excellence.
• Develop, report, and manage to metrics to evaluate the Customer Support team's goals of excellent, valuable, and timely customer support.
• Own onboarding, training and enablement for the Technical Support team on products, processes, and technology.
• Deliver ongoing projects to provide customers with the information they need and the support they expect.
• Accelerate the maturity of the Technical Support team by identifying, diagnosing, resolving, and automating operational frictions across the team.
• Create and execute the Technical Support strategy, defining project plans and communicating milestones and risks to Customer Experience leadership.
• Serve as the Voice of the Customer to shape development priorities with Product and Engineering leadership to deliver a world class technical experience to our customers.
• Own customer escalations and collaborate across the organization to bring solutions to customers

Minimum Requirements:

• 7+ years of relevant work experience in customer facing technical support roles
• 3+ years of experience managing a highly functioning and growing support team
• Based in Eastern or Central Time Zones

Preferred Knowledge and Skills:

• Strong problem solving skills. A drive to discover what's not working and motivation to fix it
• A focus on data and processes. Consistently moving towards understanding what's happening and optimizing what's next
• Excellent communication skills across mediums and audiences
• Comfortable using and managing support systems like Salesforce
• Working knowledge of Microsoft Configuration Manager (SCCM) and Windows desktop and server operating systems

What you bring: 

• You take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.

• You get curious. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement.

• You work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork.

• You embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose.

• You choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey.

Compensation, Benefits, & Perks: 

• The salary range for this position is $100,000-$140,000. Additionally, cash compensation for this role includes 10% annual discretionary bonus potential. Salary may vary based on experience, skills, and geographical location. 

• Medical, dental, and vision

• FSA or HSA with company contributions 

• Employer paid STD, LTD, AD&D and life insurance 

• 401k with 4% employer match

• Work-life balance, flexible time off, and remote work options

• Parental leave

Why do we love working at Recast?

It takes great people across an entire company to build great tools. As a growing start-up, every employee has an opportunity to make a huge impact on our business, as well as ample opportunities to learn and grow. We are a people-first culture with passionate, talented, and supportive teammates. We are committed to making every employee feel respected and valued. We recognize to bring our best selves to Recast, it’s important for everyone to nurture their lives outside of work. 

Recast provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state, local, and international laws.