Technical Support & Repair Operations Manager

Bradycorp; Salt Lake City (UT); On-site; USD 90,000 - 120,000; Full time

Job summary

Bradycorp is seeking a Manager of Technical Support & Printer Repair to oversee our hardware and software support operations. You will lead and develop a layered team, write playbooks, and streamline workflows to ensure minimal downtime for customers.

The role emphasizes coaching, process discipline, and KPI-driven improvements, with a focus on delivering exceptional post-sales service and a customer-first culture across all support levels.

Responsibilities

• Lead a Layered Organization: directly manage Technical Support Representatives and mentor a Support & Repair Supervisor.
• Coach & Develop: foster learning, empathy, and high performance while guiding the supervisor.
• Invest in people: conduct meaningful 1-on-1s and help career development plans.
• Close the skill gaps: identify training needs and run sessions to level up knowledge.
• Build the culture: recruit, onboard, and set up new hires for long-term success.
• Write the Playbook: design and publish SOPs for the support desk and repair depot.
• Streamline Workflows: fix bottlenecks between support and repair teams.
• Establish Metrics: define KPIs and SLAs for ticket and repair turnaround.
• Keep operations smooth: oversee daily support to ensure requests are logged and resolved.
• Look past KPIs: monitor response times and use metrics to improve CX.
• Spot trends and patterns: review tickets to identify recurring issues.
• Build a knowledge base: document troubleshooting steps and best practices.
• Be the primary escalation point for critical hardware/software issues.
• Communicate with empathy: provide clear updates during escalations.
• Protect team bandwidth: balance urgency with capacity to prevent burnout.
• Be the 'Voice of the Field': represent customer and field needs to Product, Engineering, QA.
• Bridge departmental gaps: advocate for support needs in cross-functional meetings.
• Drive long-term product updates: turn field insights into actionable feedback.

Job description

Bradycorp is seeking a Manager of Technical Support & Printer Repair to oversee our hardware and software support operations. You will lead and develop a layered team, write playbooks, and streamline workflows to ensure minimal downtime for customers.

The role emphasizes coaching, process discipline, and KPI-driven improvements, with a focus on delivering exceptional post-sales service and a customer-first culture across all support levels.