Manager, Technical Support

Job Summary

The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.

Responsibilities

• Develop and grow a team of Support Engineers to deliver world class customer service
• Manage team productivity and performance through instilling a metrics driven culture
• Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
• Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team
• Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance
• Conduct quarterly reviews with iCIMS leadership
• Demonstrate strategic thinking to plan and execute medium/long term initiatives
• Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group
• Foster and facilitate the professional growth, engagement, and development of team members
• Manage workflows and schedules for direct reports and ensure adequate workload coverage
• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
• Drive continuous improvement in processes through innovation and automation and cutting edge technology
• Open to work in shifts and weekends

Qualifications

• 10+ years of experience in Support teams with at least 4+ year experience managing a team
• Prior experience leading a client facing support team for international markets / SAAS products
• Strong understanding of Customer Support metrics and SLAs
• Excellent verbal and written communication skills
• Excellent planning and organizational skills
• Strong presentation skills and ability to motivate teams
• Knowledge of MS Excel and PowerPoint
• Knowledge of HR / Recruitment Software domain is a plus
• French Language proficiency is a plus