Information Technology Manager

MS Shift, Inc.

Las Vegas (NV)

On-site

USD 90,000 - 130,000

Full time

11 hours ago

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Benefits offered by this job

Performance-based bonus

Health, dental, and vision insurance

Paid vacation and holidays

Modern office environment in Las Vegas

Work with enterprise customers across

Job summary

MS SHIFT is a leading cloud-based SaaS platform for security operations, incident reporting, visitor management, and more. We seek a Technical Support Manager to lead the enterprise support team, set processes, and ensure top-tier technical assistance for North American customers.

You will oversee daily operations, collaborate with Development, Product Management, and Customer Success, and drive KPIs, CSAT, and knowledge-base growth in a fast-paced, enterprise environment.

Qualifications

Bachelor's degree in IT, CS, Business, or related field.
5+ years of technical software support experience.
3+ years managing a technical support team.
Experience with SaaS applications.
Experience with SQL databases and writing basic SQL queries.
Understanding of APIs, REST services, and integrations.
Strong organizational and leadership skills.
Exceptional written and verbal communication.
Ability to prioritize multiple issues in a fast-paced environment.

Responsibilities

Lead, mentor, and manage the Technical Support team.
Ensure timely resolution of customer technical issues.
Monitor ticket queues, response times, and SLA compliance.
Establish KPIs and continuously improve support performance.
Handle high-priority customer escalations.
Coordinate with Software Development to resolve product defects.
Work with QA to validate bug fixes before release.
Collaborate with Customer Success during implementations and go-lives.
Develop support procedures, documentation, and knowledge base articles.
Conduct weekly team meetings and one-on-one coaching sessions.
Review support metrics and provide executive reports.
Improve CSAT and first-contact resolution.
Identify recurring issues and recommend product improvements.
Assist in onboarding and training new support employees.
Maintain support schedules for proper coverage.
Help define support workflows and automation opportunities using AI.

Skills

Technical troubleshooting

Team leadership

Problem solving

Time management

Process improvement

Microsoft Windows

SaaS support

SQL queries

APIs & REST

Organizational skills

Education

Bachelor's degree in Information Technology, Computer Science, Business, or related field

Tools

Zendesk

Freshdesk

Jira

Job description

MS SHIFT is a leading cloud-based SaaS platform that helps organizations manage security operations, incident reporting, visitor management, patrol, asset tracking, dispatch, maintenance, and workforce management. Our solutions are trusted by hotels, resorts, healthcare facilities, commercial buildings, schools, casinos, and other enterprise organizations across North America.

We are seeking an experienced Technical Support Manager to lead our customer support team, improve service delivery, and ensure our customers receive exceptional technical assistance.

Position Summary

The Technical Support Manager will oversee the daily operations of the Technical Support Department, manage a team of support specialists, establish support processes, monitor service levels, and work closely with Development, Product Management, Customer Success, and Implementation teams.

This position requires strong leadership, excellent troubleshooting skills, outstanding customer communication, and experience managing enterprise software support.

Key Responsibilities

Lead, mentor, and manage the Technical Support team.
Ensure timely resolution of customer technical issues.
Monitor ticket queues, response times, and SLA compliance.
Establish KPIs and continuously improve support performance.
Handle high-priority customer escalations.
Coordinate with Software Development to resolve product defects.
Work with QA to validate bug fixes before release.
Collaborate with Customer Success during implementations and go-lives.
Develop support procedures, documentation, and knowledge base articles.
Conduct weekly team meetings and one-on-one coaching sessions.
Review support metrics and provide executive reports.
Improve customer satisfaction (CSAT) and first-contact resolution.
Identify recurring customer issues and recommend product improvements.
Assist in onboarding and training new support employees.
Maintain support schedules to ensure proper coverage.
Help define support workflows and automation opportunities using AI.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business, or related field (preferred).
5+ years of technical software support experience.
3+ years managing a technical support team.
Experience supporting SaaS applications.
Experience with SQL databases and writing basic SQL queries.
Understanding of APIs, REST services, and integrations.
Strong organizational and leadership skills.
Exceptional written and verbal communication.
Ability to prioritize multiple issues in a fast-paced environment.

Preferred Experience

Experience with one or more of the following: