About the position
The Technical Support Manager will oversee and inspire our Help Desk and Application Support team, driving excellence in end-user support and application performance across our platforms. This role requires being in the office 5 days a week, Monday to Friday. The manager will be the strategic force behind streamlined support operations, empowering teams to resolve issues quickly, improve customer satisfaction, and ensure seamless technology experiences for clients. The position is pivotal in leading a high-growth Retail Tech company that provides cloud technology solutions for retailers.
Responsibilities
- Provide leadership and guidance to Support and Help Desk analysts, leads, and supervisors while being their point of escalation.
- Manage teams' shift schedules including the 24/7 Help Desk team.
- Ensure the teams provide the highest level of service to KWI’s Clients.
- Supervise the identification and escalation of open issues that represent risk.
- Supervise the troubleshooting, diagnosis, and resolution of technical issues reported for all KWI client applications.
- Ensure customer issues are escalated to the Development organization when appropriate.
- Audit calls & tickets to ensure they are clearly documented and properly tracked.
- Serve as the Support Services point of contact for software developers' requests for information, de-escalations, and corrective action requests stemming from ticket escalations.
- Ensure customers are kept well informed of the status of their requests.
- Make recommendations on standards and procedures for support operations.
- Provide training on new hardware and/or software applications as requested.
- Metric and SLA monitoring for Project Related reporting.
- Work with Product teams to stay abreast of upcoming features.
- Be available for rotational on-call support for Crisis Management.
Requirements
- Bachelor’s degree (or equivalent experience in lieu of education).
- 8+ years of professional experience in a technical support capacity with a minimum of 3 years of experience in team management.
- Familiarity with the retail environment a plus (POS and associated components).
- Strong analytical, troubleshooting, and problem-solving skills.
- Expertise with the retail environment strongly preferred.
- Knowledge of Apple iOS platform and associated Mobile Applications.
- Customer-focused and service-driven; desire to go the extra mile to provide excellent service.
- Must have flexible personality and creative mindset to identify out of the box, new or alternate solutions or workarounds.
- Ability to multi-task while also being highly detail-oriented and organized.
Benefits
- Full Medical, Dental and Vision
- Annual bonus eligible
- Free gym in the building
- Generous PTO policy
- Summer Fridays....all year round
- Tuition Reimbursement
- Discount from building café
- 401(K) with a 50% company match (up to 6% of employee contribution)
- Employee Referral Program
- (1) Volunteer day each year
