TSS Operations Manager

RAB Aggregator, LLC • Westerville, OH

6d • $65,000 - $72,000

About The Position

The TSS Operations Manager is responsible for overseeing and optimizing the technical support services (TSS) operations to ensure exceptional service delivery and customer satisfaction across the United States. This role involves managing daily operational activities, coordinating cross-functional teams, and implementing process improvements to enhance efficiency and effectiveness. The manager will lead strategic planning efforts to align operational goals with business objectives, driving continuous improvement initiatives and resource allocation. They will also serve as a key liaison between technical support teams, clients, and senior leadership to ensure clear communication and timely resolution of issues. Ultimately, the TSS Operations Manager plays a critical role in maintaining high-quality support services that contribute to customer retention and business growth.

Requirements

• Bachelor’s degree in business administration, or a related field.
• Minimum of 5 years of experience in technical support operations or a similar managerial role.
• Proven experience managing teams in a fast-paced, customer-focused environment.
• Strong understanding of technical support processes, service delivery models, and customer service principles.
• Excellent communication, leadership, and problem-solving skills.
• Analytical skills are essential for monitoring performance metrics and identifying areas for operational improvement.
• Problem-solving abilities enable the manager to address complex technical challenges and implement effective solutions promptly.
• Interpersonal skills foster a collaborative team environment, motivating staff and driving continuous professional development.

Nice To Haves

• Master’s degree in business administration, Technology Management, or related discipline.
• Familiarity with CRM and ticketing systems like Salesforce, ManageEngine, or ServiceNow.

Responsibilities

• Manage and supervise the daily operations of the technical support services team to ensure timely and effective resolution of customer issues.
• Develop and implement operational policies, procedures, and best practices to improve service quality and team productivity.
• Monitor key performance indicators (KPIs) and generate reports to track team performance, service levels, and customer satisfaction metrics.
• Lead recruitment, training, and professional development initiatives to build a skilled and motivated support team.
• Identify operational risks and develop mitigation strategies to maintain service continuity and compliance with company standards.
• Drive continuous improvement projects by analyzing workflows, identifying bottlenecks, and implementing innovative solutions.
• Serve as the escalation point for complex technical issues and ensure effective communication with clients and stakeholders.

What This Job Offers

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