Technical Support Manager

No Limit Staffing, Inc.; Saint Petersburg (FL); On-site; USD 80,000 - 100,000; Full time

Job summary

A staffing agency in technology solutions is seeking a qualified individual to manage and mentor a 24/7 technical support team. Responsibilities include ensuring the operational uptime of customer products, managing multiple technical projects, and maintaining the corporate enterprise network. Ideal candidates will have 8+ years in technical roles, experience with voice and data networks, and strong client service skills. This role emphasizes effective communication and accountability within the team.

Qualifications

• 8+ years of related technical experience with at least three years managing technical teams.
• 4+ years of Voice/Data Network specific experience.
• Strong understanding of Voice over IP principles.

Responsibilities

• Manage and mentor a 24/7 Tech Support team, focusing on accountability.
• Ensure stable operation of the corporate enterprise network.
• Provide clear instructions and status reports to clients and team.

Skills

Network & Infrastructure troubleshooting

Excellent Client Service Skills

Proficiency in MS Office

Metrics focus

Knowledge of LAN/WAN

Knowledge of cloud providers (AWS, Azure)

Education

Bachelor’s degree in Computer Science, Engineering, or related field

Tools

Cisco switches, routers, and firewalls

Asterisk

Cisco Call Manager

VPN

Job description

• Bachelor’s degree in Computer Science, Engineering, or related field; or a combination of education and relevant work experience.
• 8+ years of related technical experience with at least three years of experience managing technical teams is preferred.
• 4+ years Voice/Data Network specific experience.
• Strong knowledge of LAN/WAN and data networks
• Strong knowledge of cloud providers (AWS, Azure)
• Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.)
• Extensive knowledge of VPN and other remote connectivity as well as Cisco switches, routers, wireless access points and firewalls.
• Metrics focus when it comes to improving customer service and providing insight into performance metrics.
• Experience troubleshooting Network & Infrastructure issues.
• History of Excellent Client Service Skills (communications & relationship management)
• Proficiency in MS Office (MS Teams and Excel

Duties/Responsibilities

• Manages and mentors 24/7/365 Tech Support team in all daily operations by effectively communicating expectations and driving accountability.
• Manages day-to-day technical uptime of all customer products and services.
• Service oriented mindset, strong organizational capabilities for running multiple highly technical projects and support activities across a large and complex environment.
• Assist to ensure the stable operation of the corporate enterprise network including planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware & software.
• Strong Client Service focus, ability to communicate with both a technical and non-technical audience.
• Communicate clear instructions to team members and hold them accountable to goals and objectives.
• Provide regular status reports on tasks accomplished, current issues and progress toward goals.
• Communicate to business clients, technical teams and management in a consistent manner making complex technical issues and solutions clear, simple, and understandable.
• Reviews day-to-day ticket activity, ensuring that clients receive resolution within our service level agreement (SLA) via emails/calls/updates/Nagios/SmartTile.
• Creates, implements, and monitors department templates, processes, and procedures.
• Ensures Support Technicians are fully trained and have a proper roadmap for career progression (full understanding on what is needed to grow into a Level 2 & 3 Engineer)
• Ensures that all Support Technicians are set up with proper templates for each issue.
• Ensures all “priority one” (P1) issues are properly assigned and receive appropriate escalations.
• Works with the Director of Operations to ensure that no tickets are stuck in process and escalated in a timely manner.
• Provides on-going training and coaching to all Tech Support team members.
• Manages the emergency dispatch process and escalation to the Director of Operations and CTO.