Job summary
Reporting to the President, the Technical Support Manager will oversee a team of technical support professionals, providing guidance, mentorship, and motivation.
Utilizing strong leadership skills, the manager is responsible for fostering a positive and collaborative team culture, ensuring high levels of employee engagement and satisfaction.
Job Responsibilities:
Possess a deep understanding of our products, services, and technical processes.
Stay abreast of industry trends and emerging technologies to enhance team knowledge and capabilities.
Oversee the resolution of complex technical issues, ensuring timely and effective solutions.
Collaborate with cross-functional teams to address customer concerns and improve overall customer experience.
Set performance expectations and KPIs for the technical support team.
Monitor team performance, conduct regular performance reviews, and implement improvement plans as needed.
Identify opportunities for process optimization and implement best practices to enhance the efficiency of technical support operations.
Work closely with other departments to provide feedback on product improvements based on customer support insights.
Develop and implement training programs to enhance the technical skills and customer service abilities of the support team.
Ensure continuous learning and development to keep the team updated on the latest technologies and industry standards.
Maintain open and effective communication channels with customers, team members, and other stakeholders.
Provide regular updates to leadership on team performance, customer trends, and potential areas for improvement.
Education/Experience
Bachelor’s degree in a relevant field (Computer Science, Information Technology, etc.
) or equivalent experience.
Proven experience in a technical support role, with at least 3 years in a managerial or leadership position.
Strong technical acumen and the ability to troubleshoot complex issues.
Excellent interpersonal and communication skills.
Leadership experience in a fast-paced and customer-focused environment.
Familiarity with customer support tools and software.
Ability to analyze data and use metrics to drive decision-making.
Job Location
The location of this job is in our Sarasota, Florida office, full-remote is available.
No travel required.
Work Environment
This position is in a climate-controlled office setting.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Sedentary and physical activity requiring reaching, bending, kneeling, stooping, pulling, carrying, balancing, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.
Visual requirements are for close vision, distance vision, peripheral vision, and ability to adjust focus.
Required to stand, walk (or otherwise be mobile).
Ability to lift 15+ lbs.
infrequently.
Ability to deal with stressful situations as they arise.
Stewart Signs is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
Stewart Signs strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.
Stewart Signs complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.
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