Technical Support Manager

7Seventy; Northern (KY); Hybrid; USD 90,000 - 100,000; Full time

Job summary

7Seventy is seeking a Technical Support Manager to lead the daily support desk for SaaS applications serving managed care and community-based healthcare clients. You will oversee the team, manage service delivery, and ensure SLA compliance while handling escalated issues.

The role blends hands-on troubleshooting with team leadership, Jira Service Management administration, incident management, and performance analysis.

Qualifications

• 5+ years in SaaS customer support, technical support, customer success ops, or service desk management.
• 2+ years leading or managing customer support teams.
• Experience managing support operations, service delivery performance, and operational metrics.
• Experience developing, implementing and improving customer support processes.

Responsibilities

• Direct day-to-day support desk operations and oversee delivery of timely, high-quality customer and technical support across client health plans.
• Manage support team performance, including response times, resolution times, SLA compliance, and overall service quality.
• Act as the primary escalation point for complex customer issues, critical incidents, and cases requiring investigation.
• Diagnose, troubleshoot, and resolve complex issues, reducing escalations to Product and Engineering.
• Monitor ticket queues, workloads, recurring issues, trends, and KPIs to maintain efficient operations.
• Administer, configure, and optimize Jira Service Management for workflows and service delivery.
• Develop dashboards and operational reports to evaluate service quality and identify improvements.
• Coordinate with Product, Engineering, Customer Success, and Implementation teams to resolve issues and improve experiences.
• Create and refine SOPs, internal docs, and customer-facing Knowledge Center resources.
• Lead automation and workflow optimization initiatives to boost efficiency.

Skills

Jira Service Management

SaaS Customer Support

Incident Escalation

Support Analytics

Process Automation

SLA Management

Cross-functional Collaboration

Education

Bachelor's degree

Tools

Jira Service Management

Job description

Experience: 5+ years in SaaS customer support, technical support, customer success operations, or service desk management; 2+ years leading customer support teams

Core Areas: Technical Support Operations, Service Desk Management, Jira Service Management, Application Troubleshooting, SLA Management, Incident Escalation, Support Performance Analytics, Process Automation

Compensation: $90,000–$100,000 per year

Travel: Less than 10% for periodic in-person company meetings

About the Role

The Technical Support Manager leads daily support desk operations for SaaS applications serving managed care and community-based healthcare clients. This position oversees the support team, manages service delivery performance, ensures compliance with service level agreements (SLAs), and handles escalated technical issues. The role is accountable for delivering timely, effective support to health plan end users while improving operational efficiency and the overall customer support experience.

This position combines hands‑on application troubleshooting with support team leadership, Jira Service Management administration, incident management, and performance analysis. Responsibilities include optimizing ticket workflows, developing support KPIs, improving documentation and automation, and coordinating issue resolution with Customer Success, Product, Engineering, Implementation, and executive stakeholders.

What You’ll Do

• Direct day‑to‑day support desk operations and oversee the delivery of timely, high‑quality customer and technical support across client health plans.
• Manage support team performance, including response times, resolution times, SLA compliance, and overall service quality.
• Act as the primary escalation point for complex customer issues, critical incidents, and support cases requiring additional investigation.
• Independently diagnose, troubleshoot, and resolve complex customer and application issues, applying technical expertise to reduce unnecessary escalations to Product and Engineering.
• Monitor ticket queues, support workloads, recurring issues, operational trends, and service delivery metrics to maintain efficient support operations.
• Administer, configure, and optimize Jira Service Management to support ticket operations, workflow efficiency, and consistent service delivery.
• Develop and maintain support dashboards, operational reports, and key performance indicators (KPIs) to evaluate service quality and identify improvement opportunities.
• Coordinate with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues, address recurring support challenges, and improve customer experiences.
• Create, maintain, and refine standard operating procedures (SOPs), internal support documentation, and customer‑facing Knowledge Center resources.
• Lead process automation, support workflow optimization, and operational improvement initiatives to increase support efficiency and effectiveness.

Qualifications

Required Experience

• At least 5 years of professional experience in SaaS customer support, technical support, customer success operations, or service desk management.
• At least 2 years of experience leading or managing customer support teams.
• Demonstrated experience managing support operations, service delivery performance and operational metrics.
• Experience developing, implementing and continuously improving customer support processes.

Required Skills

• Strong working knowledge of Jira Service Management or comparable help desk and service management platforms.
• Ability to manage technical support workflows, evaluate service delivery performance and maintain effective support operations.
• Strong technical problem‑solving skills and the ability to investigate and resolve complex customer and application issues.
• Ability to analyze support performance, identify operational trends and develop practical process improvements.
• Strong organizational and analytical capabilities for managing competing support priorities and maintaining service quality.
• Excellent verbal, written and presentation communication skills.

Education

• Bachelor’s degree or an equivalent combination of education and professional experience.

Preferred Qualifications

• Experience supporting healthcare organizations, health plans, managed care organizations, or healthcare technology solutions.
• Familiarity with healthcare SaaS platforms and data‑driven solutions.
• Knowledge of customer success methodologies and customer lifecycle management.
• Experience developing dashboards and operational reports using Jira and business intelligence tools.

Additional Employment Information

• The position may require travel of less than 10% to attend periodic in‑person company meetings.
• The hiring process includes an initial 30‑minute screening call, a 60‑minute video interview, a final 90‑minute video interview with an exercise presentation, and reference and background checks.
• Employment is subject to a pre‑employment background check.
• Employees undergo annual screening against Federal Healthcare Program exclusion lists, including OIG and GSA lists, and State Medicaid Program exclusion lists.
• Background checks and exclusion list screenings are administered in accordance with applicable federal, state and local laws.