Technical Support Manager

General Purpose :

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The Technical Support Manager is responsible for overseeing the daily operations of the technical support team, ensuring that customer issues are resolved efficiently and effectively.

This role involves leading, mentoring, and developing a team of technical support analysts, implementing best practices, and driving continuous improvement to enhance customer satisfaction.

Essential Duties / Responsibilities :

Customer Support Operations :

• Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of customer issues and adherence to service level agreements (SLAs).
• Oversee the IT Service Management (ITSM) processes, including maintaining and ensuring the accuracy of the Configuration Management Database (CMDB) to support efficient service delivery and issue resolution.
• Handle escalated customer issues, ensuring that complex problems are resolved to the satisfaction of the customer.
• Plan, develop, and maintain IT Support policies and procedures for carrying out help desk, desktop, and support requests.
• Establish, monitor, and improve key performance indicators (KPIs) for the support team, such as response time, resolution time, and customer satisfaction scores.
• Responsible for the accuracy of the hardware inventory system, as well as ensuring that the knowledge base, FAQs, and other support documentation are kept current to provide effective assistance to internal teams and customers.

Team Leadership & Management :

• Manage and mentor a team of technical support analysts, fostering a high-performance and customer-centric culture.
• Ensure continuous training for the support team to keep them updated on technological advancements, troubleshooting strategies, and the latest customer service best practices.
• Conduct regular one-on-one conversations, provide constructive feedback, and develop improvement plans to enhance team performance.

Process Improvement :

• Identify opportunities to streamline support processes and improve efficiency, including the use of automation and self-service tools.
• Collaborate with cross-functional teams to provide feedback on technical issues, customer pain points, and requests.
• Develop and implement strategies for handling peak support times, scaling the support team as needed, and ensuring continuous improvement in customer service quality.

Reporting & Analytics :

• Generate and analyze reports on support team performance, identifying trends, common issues, and areas for improvement.
• Provide regular updates to senior leadership on customer support metrics, challenges, and strategic initiatives.

Competencies :

• Strategic Thinking : Plans and makes decisions within the framework of the firm's strategic intent.
• Team Management & Results Orientation : Creates and maintains high functioning team(s).
• Communication : Understands the importance of and demonstrates verbal, written, and non-verbal communications.
• Customer / Client Experience : Creates a consistent and exceptional experience for others, whether directly to external clients / customers or indirectly through internal support, that elevates the overall perception of the firm.

Supervisory Duties (if applicable) :

• Organizes and oversees the schedules, work, and productivity of the team.
• Manages their department efficiently and in accordance with departmental goals.
• In accordance with policy and with the support of the department head, makes hiring and selection decisions for staffing.
• Provides performance feedback and completes evaluations that are timely and constructive.
• With the assistance of HR and the department head, handles discipline and termination of employees as needed and in accordance with company policy.

Job Qualifications (Education, Experience and Certification) :

• Bachelor’s degree in a technology-related field with at least 6 years of customer-facing technical support experience, or a High School Diploma with 10 years of equivalent experience.
• 3+ years of IT management experience leading a customer support team.
• ITIL certification or other relevant technical support certifications.
• Required experience with ServiceNow or in a similar ITSM platform.
• Knowledge of CMDBs and KBs.
• Strong technical background with the ability to troubleshoot and guide the team on technical issues related to M365, Dell hardware, and Cisco networking solutions.
• Experience managing team members across different geographic locations and a hybrid environment.
• Preferred experience in legal-specific applications.
• Expertise in multiple operating systems, including Microsoft and macOS.
• Proven ability to deliver exceptional customer service and drive customer satisfaction in technical support.
• Strong leadership skills with the ability to communicate technical concepts to non-technical stakeholders.
• Ability to monitor and maintain high customer service standards within the team.
• Problem-solving skills with the ability to identify issues and implement creative solutions.
• Excellent interpersonal, written, and verbal communication skills to build strong relationships with both peers and customers.
• Familiarity with contract requirements and ability to ensure compliance.

Physical Requirements :

• While performing the duties of this position, the employee must have the ability to sit, stand and / or walk for extended periods of time;
• manipulate (lift, carry, move) weights of at least twenty-five (25) pounds; have repetitive wrist / hand / finger movement to work on a computer and / or related office equipment;

speak clearly and concisely so listeners can understand; and regularly understand the speech of another person. Ability to travel to all H&H offices.

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job.

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

Work Environment :

Professional office atmosphere. Sedentary work that primarily involves sitting or standing for prolonged periods. Position may require occasional off-hour meetings and events.

Note : This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job.

However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

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