Manage and coach a Tech Support team delivering front-line and remote end-user support across Windows and macOS environments. Maintain SLAs/OLAs/KPIs, handle escalations, perform technical troubleshooting (hardware, software, networking, AV/conferencing), manage scheduling and rotations, and ensure adherence to IT processes and ServiceNow/ITSM workflows.

The role involves leading pre-sales efforts, solution design, and technical qualifications for Acumatica, while collaborating with various teams to ensure client success.