Technical Support Manager

Full-time

Description

This positions schedule will be Tuesday - Saturday 10am-7pm PST and will be required to be onsite 3-4 days a week. Training schedule will be Monday - Friday 8am-5pm PST onsite 5 days a week.

Are you ready to lead a highly skilled technical support team in a dynamic ever-changing environment We are seeking an experienced technical support manager to oversee both onsite and remote team members driving excellence in customer service and technical this role you will lead and mentor a team of talented technicians working with hardware and software products to support both commercial and residential customers. You will troubleshoot complex technical issues ensure timely customer feedback support product rollouts and maintain high performance across existing product lines.

This position requires a solution-focused data-driven leader with strong communication skills to interact directly with staff and customers and create clear expectations. You will collaborate across teams to improve processes enhance customer satisfaction and contribute to both day-to-day operations and long-term strategic initiatives. We value employees who bring ideas take ownership and thrive in a positive encouraging environment. If you are passionate about leading a team solving problems and delivering exceptional results this is the opportunity for you.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Key functions and tasks

• Manage and lead a team of technical support hardware and software technicians.
• Manage and triage incidents and service requests assigned to team queues.
• Prioritize product-related complaints in the CRM and escalate to appropriate tiers or R&D as needed.
• Assign problems and tasks to technical support personnel.
• Analyze KPIs regularly to monitor team performance and goal achievement.
• Provide reporting on KPIs and trends to management on an as-needed weekly monthly and quarterly basis.
• Track and report metrics for tickets assigned to and handled by the Technical Support team.
• Analyze situations and identify resources required to resolve issues.
• Make quick calculated decisions often with limited information.
• Follow up with customers to assess satisfaction and identify areas for improvement; implement corrective actions when necessary.
• Partner with trainers / documentation specialists to maintain and analyze training records ensure ongoing staff development and advise on career growth.
• Develop and mentor the team to progress from various skill levels.
• Assign tickets based on workload expertise complexity expected resolution and resource availability.
• Assist in escalation management and ensure proper engagement for timely resolution.
• Contribute to training manuals guides and course materials.
• Communicate department initiatives through various formats including meetings presentations simulations and videos.
• Manage onboarding and offboarding for all new product versions.
• Assist in prioritizing production incidents releases and new application implementations.
• Keep management informed of situations requiring additional client assistance or escalation.

Requirements

Required Education Experience & Skills

Preferred Education Experience & Skills

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

What We Offer :

Work Environment

Ready to Grow with Us

At our company rapid growth means endless opportunities! Were committed to developing talent from within offering clear career advancement paths across all roles. Over 70% of our managersand many other key team memberswere promoted internally. If youre eager to grow and make an impact join us and see where your potential can take you!

Full Swing Golf is an Equal Opportunity Employer. We believe everyone has the power to make a difference and are committed to fostering an inclusive workplace. We provide equal employment opportunities regardless of sex race color gender religion marital or domestic partner status age national origin ancestry disability medical condition sexual orientation pregnancy military or veteran status citizenship or genetic information. If you need an accommodation during the application or interview process please contact

Salary Description

$80-100k

Required Experience :

Manager

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 80000 - 100000