We are looking for an exceptional Technical Support Manager to join our team for 12-14 months, with potential for a future permanent opportunity, working from our Drogheda, Ireland office. As part of the Client Support & Operations team, your role as a Technical Support Manager will focus on managing a team of Technical Support Engineers that respond to requests from clients. You will provide mentoring, leadership, and organization to supervisors and teams. A Technical Support Manager implements processes that maximize efficiency and meet or exceed service quality and client satisfaction goals. You will monitor and measure service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Additionally, you will make recommendations for changes to products or services based on client feedback and requests.
To succeed in this position, candidates should have exceptional communication, computer, and problem-solving skills. You
should be resourceful, analytical, adaptable, and organized with the ability to build rapport with your team members and
other department managers.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Computer Science, Information Technology or IT related field is a plus
• 3+ years of experience managing a technical support team
• Experience working with a ticketing system like FreshDesk or equivalent
• Good knowledge of ERP/CRM systems
• Ability to prioritize and manage tasks

QUALIFICATIONS:

• Exceptional verbal and written communication skills.
• Solid Experience managing a team of technical support engineers.
• Proficient in ticket system (FreshDesk or equivalent)
• Ability to flourish with minimal guidance, proactive work ethic, and ability to resolve escalations/handle uncertainty
• Ability to collect, track, and analyze data.
• Dedication to providing great client service.
• Ability to flourish with minimal guidance, be proactive, and handle uncertainty.

• Develop your team through motivation, counseling, and product knowledge education
• Improve the processes to coordinate with product support and services team
• Manage new hires to build and maintain a successful and motivated team
• Responsible for team performance, metrics, and improvement initiatives that include closely monitoring agent

stats daily/weekly/monthly on the following areas:

• Open ticket count (individually, by group, type, etc.)
• SLA violations
• Resource allocation and proper ticket assignments
• Reducing time from creation to resolution
• Provide ideas on how processes can be implemented, improved and automated
• Lead daily stand-up & other ceremonies
• Know what team members are working on
• Prioritize issues overall and assigned to team members
• Assist in removing blockers by proactively identifying when an agent is potentially blocked
• Identify scenarios where additional resources need to be included in solving complex issues, facilitate meetings

with those resources, track action items, and ensure they are completed

• Conduct One on Ones with TSEs
• Execute disciplinary measures with a people-first mindset
• Ensure efforts are consistently made to improve team morale