Manager, Technical Support

N-able•Morrisville, NC

About The Position

The Manager, Technical Support leads a team of Technical Support Representatives and Team Leads and is responsible for day-to-day Contact Center operations, team performance, timely customer issue resolution, and customer satisfaction. The role serves as the primary escalation point for client partners and requires technical understanding, leadership through issue response, and cross-department coordination to resolve issues. The manager oversees case management, service-level adherence, operational metrics, staffing, hiring, training, onboarding, projects, and continuous improvement. They also develop team objectives, coach and mentor direct reports, and work with Technical Support, Business, Development, and Quality Assurance teams to escalate and resolve defects.

Requirements

Technical degree or diploma, or a minimum of 5–7 years of experience in SaaS customer support environments, including 2 or more years at the management level.
Strong knowledge of industry best practices and IT infrastructure.
Strong delegation and task-management skills.
Strong leadership skills in team motivation, coaching, and development.
Problem-solving, decision-making, and negotiation skills.
Strong interpersonal skills and ability to communicate at all levels of an organization.
Written and verbal communication skills for technical and non-technical audiences, at all organizational levels and across the customer base.
Knowledge of support case-management workflows and operational metrics.
Ability to manage multiple projects simultaneously.
Ability to navigate challenging situations professionally.
Ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization.
Demonstrated ability to manage multiple and changing priorities and drive quality improvements.

Nice To Haves

Experience working with Salesforce.
Understanding of SaaS architecture.

Responsibilities

Manage day-to-day Contact Center operations, including recruiting, training, mentoring, motivating, and managing Support Representatives and Team Leads.
Ensure Case Management activities align with N-able Support Best Practices.
Promote adherence to processes and practices for knowledge sharing and communication.
Monitor case load and ensure adherence to service-level agreements.
Oversee case management, operational metrics, incident backlog reviews, and escalation tracking.
Mentor direct reports, provide growth opportunities, and conduct performance reviews.
Handle and resolve conflicts within the team or department.
Monitor KPIs, measure team performance, and drive performance improvements.
Compile efficiency metrics and present recommendations to management.
Handle customer issue escalations and resolutions across all levels of the organization.
Assign and manage projects related to product releases, call-related issues, and training needs; track projects and document successes.
Respond empathetically to customer issues and understand their impact on customers' business operations.
Develop individual and team objectives that support organizational goals and direction.
Work across Technical Support, Business, Development, and Quality Assurance to escalate and resolve defects.
Review departmental communications and processes, recommend improvements, and drive efficiency.
Review customer satisfaction survey data and use feedback to coach direct reports and improve satisfaction.
Ensure coverage for off-hours issues as defined by the SLA.
Manage staffing plans and resource allocation.
Manage hiring, training, and onboarding of new team members.