Manager, Technical Support Business

T-Mobile USA•Atlanta, GA

About The Position

The Manager, Technical Support Business leads a frontline technical organization accountable for delivering reliable technical support for business customers. This role serves as the first line of defense for connectivity and service-impacting issues, ensuring customers receive timely, accurate support in an environment where availability and responsiveness are critical. The Manager leads teams that provide inbound, real-time technical support for a broad range of connectivity and service issues. These teams operate within an always-on support environment, requiring the Manager to balance speed, technical accuracy, and operational risk while maintaining consistent execution across assigned teams and shifts. The Manager is accountable for frontline technical outcomes, escalation ownership, and talent readiness, partnering closely with Engineering, IT, and business stakeholders when deeper technical engagement is required. Success in this role depends on strong operational leadership, disciplined escalation management, and the ability to sustain performance in a high-availability support environment.

Requirements

High School Diploma/GED (Required)
2-4 years Relevant customer service experience (Required)
1+ years experience supporting production-impacting technical systems or technology solutions (Required)
1+ years demonstrated people leadership experience (Required)
Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)
Expertise in de-escalating customers; conflict resolution skills (Required)
Ability to formulate and deliver specific, actionable feedback (Required)
Ability to lead across teams and create and execute aligned plans (Required)
Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)
Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Bachelor's Degree Equivalent work experience (Preferred)
Less than 2 years Project management experience (Preferred)
4-7 years Experience in technical support or telecommunications (Preferred)

Responsibilities

Own outcomes for inbound technical issue resolution, serving as the first line of defense for connectivity and service-impacting issues affecting business customers.
Ensure timely, accurate troubleshooting and resolution across a wide range of technical scenarios.
Serve as the final escalation authority for complex, high-risk, or production-impacting issues within the Technical Support Business scope.
Lead teams operating within a high-availability technical support environment, ensuring consistent execution across assigned shifts and work types.
Balance speed, technical accuracy, and operational risk when making real-time technical and staffing decisions.
Drive operational discipline to minimize customer disruption and protect service reliability.
Directly manage Technical Specialists with full authority for hiring, performance management, corrective action, and terminations.
Develop and execute talent plans that ensure technical readiness, skill depth, and effective coverage aligned to business needs.
Build a resilient frontline team capable of responding to high-urgency customer issues.
Make judgment-based trade-offs to mitigate downstream operational and reputational risk during technical incidents.
Establish and enforce escalation guardrails to ensure issues are resolved at the appropriate level or routed to advanced technical partners when needed.
Partner with technical teams to stabilize service and reduce repeat incidents.
Partner closely with Engineering, IT, and Business stakeholders to resolve issues requiring deeper technical engagement.
Coordinate handoffs and collaboration with Advanced Tech Support when issues exceed first-line resolution.
Represent Technical Support Business operational risks, insights, and needs in cross-functional discussions.