Manager of Technical Support

Red Coats. • Bethesda, MD

14d • $85,000 - $105,000 • Onsite

About The Position

The Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges. This team operates around the clock, 24/7/365. While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excellence. This role requires an individual with strong leadership skills, a customer-first approach, and a deep understanding of technical problem-solving. The Manager ensures that customer inquiries are handled efficiently and professionally while driving continuous improvement in service delivery. Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294 Location: Bethesda, MD. In-office position. Travel: This role does not require travel.

Requirements

• Bachelor's degree preferred or equivalent technical support experience.
• 2-3 years of management experience in access control environment.
• Excellent written and verbal communication skills for effective collaboration across teams.
• Ability to work indepently and proactively to address challenges.
• Strong leadership and team management experience with a proven ability to collaborate across teams.
• Ability to schedule and manage staffing in 24/7/365 environment.
• Strong technical acumen.

Nice To Haves

• Access control, security systems, SaaS, or preferred technology-driven environments a plus.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
• Experience with a multi-layer ticketing systems for processing client requests.
• Experience with monitoring automation systems for alarm processing a plus.
• Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.

Responsibilities

• Team Leadership Manage and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions.
• Customer Experience Management Ensure prompt and professional handling of customer inquiries via phone and email.
• Issue Resolution & Escalation Develop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary.
• Process Optimization Identify and implement best practices to efficiency, improving response times and resolution rates.
• Performance Monitoring/Data & Reporting Establish and track KPIs related to customer response times, issue resolution rates, and customer satisfaction. Establish and document quality control checklist for new installations to ensure proper setup across multiple software applications.
• Training and Development Conduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures.
• Technology & Tools Utilization Ensure the team effectively ultilizes service management and customer support platforms.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager