Global Technical Support Manager

Service Express; United States; On-site; USD 120,000 - 140,000; Full time

Job summary

Join a leading company as a Technical Support Manager, where you will lead a global team, enhance customer experiences, and drive business growth. This role involves mentoring, problem-solving, and strategic planning to improve service quality and customer satisfaction. With flexible work options and a focus on personal growth, you will have the opportunity to shape the future of support operations while advancing your career.

Benefits

Flexible work options

Comprehensive health insurance

401(k) company match

Paid volunteer hours

Day off for your birthday

50% health club membership reimbursement

Qualifications

• 3+ years of leadership experience, preferably with remote teams.
• Strong mentoring and coaching skills.

Responsibilities

• Lead and mentor a global technical support team.
• Identify and implement process improvements.
• Contribute to customer retention through service delivery.

Skills

Leadership

Problem-Solving

Communication

Team Organization

Emotional Intelligence

Tools

Microsoft Office

Support Platforms

Job description

Now Hiring: Technical Support Manager – Global Team Leadership Opportunity

Are you passionate about leading teams, solving complex problems, and improving customer experiences on a global scale? We’re looking for a Technical Support Manager to lead our dedicated Global Technical Support team. In this key leadership role, you’ll empower your team, collaborate across departments, and drive strategies that directly impact customer satisfaction and business growth.

What You’ll Do: As our Technical Support Manager, you’ll:

• Lead and mentor a global technical support team, fostering continuous learning and professional development.
• Tackle escalated support cases and ensure timely, effective resolutions both internally and externally.
• Conduct monthly 1:1s to support team members in achieving their professional goals.
• Identify and implement process improvements that streamline operations and enhance service quality.
• Partner with Sales to provide technical insights that drive business opportunities and elevate customer experiences.
• Use data to inform decisions, support cross-functional collaboration, and enhance service offerings.
• Contribute to customer retention through exceptional service delivery and engagement.
• 3+ years of leadership experience, working with remote teams desirable but not essential.
• A collaborative, solution-focused mindset with strong mentoring and coaching skills.
• Proficiency in Microsoft Office and familiarity with support platforms.
• A natural ability to communicate clearly, organize effectively, and think strategically.
• A passion for customer service and a knack for problem-solving.
• Experience with TPM or OEM desirable

Your skillset should Include:

• Strategic planning and team organization.
• Building a culture of learning and growth.
• High emotional intelligence and communication skills.
• Budget awareness and resource management.

What we offer you:

• Flexible work options to support your work-life balance
• Salary $120 - $140k depending on experience
• Working hours 8am-5pm Monday - Friday but available 24/7 when necessary
• Opportunities for personal growth and career advancement
• Paid volunteer hours and a day off for your birthday
• Comprehensive health insurance options starting on your first day
• 50% reimbursement for your health club membership
• 401(k) company match to help you plan for the future

Travel: Occasional travel (~10%) may be required. Our head office is based in Grand Rapids, Michigan.

Why Join Us? We’re a collaborative, growth-focused company that values innovation, inclusion, and teamwork. You’ll have the chance to shape the future of our support organization while growing your own career in an environment that truly supports it.

Ready to lead with impact? Apply today and help us elevate the support experience for customers around the world.

Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.

We process your information in accordance with our Privacy Policy.For European residents, click here to review our fair processing notice.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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