Technical Support Manager jobs in Indiana

Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Manager Technical Support
  • Slack Technologies, LLC, a Salesforce company
  • Indianapolis, IN FULL_TIME
  • To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

    Job CategoryCustomer Success Group

    Job Details

    MANAGER TECHNICAL SUPPORT : A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organisational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organisation to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.

    Location: Hyderabad

    Work Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.

    Experience/Skills Required:

    • Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

    • Overall work-experience of 10 years, Strong people management expertise of at least 4 - 5 years in technical support management roles.

    • Strong Experience in managing technical support professionals.

    • Experience with support tools and phone systems.

    • Excellent written and verbal communication skills.

    • Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

    • Continuously raises the bar on what defines customer service delivery.

    • Excellent situational awareness in handling objections in dynamic customer environments.

    • Leading cross-functional collaboration across global teams

    • Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision

    • Drive stakeholder engagement across peers and senior management

    • Ability to address and effectively engage large audiences and hold their interest

    • Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations

    • Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development

    • Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management

    • Strong Escalation management experience with multiple stakeholders including customers and product teams

    • Demonstrate strong work ethic and advanced organizational skills

    • Ability to develop and deliver creative business solutions for complex problems

    • Ability to attract, hire and retain high-performing support professionals

    • Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

    Detailed Role & Responsibilities:

    • We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.

    • Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. · Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals

    • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers

    • Ensure the delivery of high-quality technical and soft-skills training for direct reports

    • Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals

    • Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

    • Manage workflows and schedules for direct reports and ensure adequate workload coverage

    • Deliver regular reports that provide qualitative and quantitative descriptions of business performance

    • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis

    • Develop and maintain Support procedures and policies

    • Advocate for customers and define ways to continually add value to the customer experience

    • Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group

    • Foster and facilitate the professional growth and development of team members

    • Empower and install confidence in team members to enable them grow

    • Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays

    • Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues

    • Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

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    What Slack Technologies, LLC, a Salesforce company Has to Offer

    Explore remote-friendly, flexible opportunities and join our mission to make work life simpler, more pleasant and more productive.

  • 7 Days Ago

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Manager - Warranty & Technical Support
  • Ember RV, Inc
  • Bristol, IN FULL_TIME
  • This position exists to function as the technical support expert along with being the voice of Ember to our owners and dealers. The role will manage dealer and owner relationships through warranty and...
  • 9 Days Ago

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IT Technical Services Analyst (entry level)
  • IT Support
  • Mishawaka, IN FULL_TIME
  • The difference begins with team members who are deeply committed to not merely meeting, but exceeding our guests' expectations every day. This commitment carries through to upper management and our Co...
  • 12 Days Ago

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Technical Support
  • PURIS Corporation, LLC
  • Orleans, IN FULL_TIME
  • Technical Support About PURIS: PURIS operates across North America as the largest independent trenchless rehabilitation provider with 900 employees dedicated to building lasting infrastructure with sm...
  • 3 Days Ago

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District Manager
  • District Manager
  • Elkhart, IN FULL_TIME
  • Description Using your past leadership experience, you will: Grow a portfolio of successful businesses: Develop district-level strategies to achieve each restaurant’s financial, operational and custom...
  • 10 Days Ago

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MEP Manager
  • Anova Technical Services
  • Indianapolis, IN FULL_TIME
  • Anova Technical Services is a growing professional service organization headquartered in Indianapolis, Indiana with project locations across the US. Our clients come from various markets such as pharm...
  • 20 Days Ago

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Biometrics Technical Support Manager
  • First Advantage
  • Hicksville, NY
  • At First Advantage, people are at the heart of everything we do. This mindset spans from our customers and partners, to ...
  • 3/28/2024 12:00:00 AM

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Technical Support Manager - Sweeteners - Decatur, Chicago, St Louis,
  • The Judge Group
  • Decatur, IL
  • Job Description Technical Support Manager- ADM Carbohydrate Solutions - Decatur, IL, Chicago, IL, St Louis, MO, and/or I...
  • 3/28/2024 12:00:00 AM

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S&H/IH Technical Support Manager
  • InSolves
  • Paducah, KY
  • Job Description Job Description Under limited supervision, performs tasks within the safety and industrial hygiene job f...
  • 3/27/2024 12:00:00 AM

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Technical Support Manager
  • Dahua Technology USA
  • Irvine, CA
  • Who we are: Dahua Technology USA Inc. is a subsidiary of Dahua Technology, a global leader of video security equipment m...
  • 3/25/2024 12:00:00 AM

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Technical Support Manager-MRI
  • MXR Imaging, Inc.
  • Manasquan, NJ
  • MXR - The Imaging Solutions Company (MXR) is one of the largest independent providers of diagnostic imaging equipment sa...
  • 3/25/2024 12:00:00 AM

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Technical Support Manager
  • Haber Group
  • New York, NY
  • Job Description Job Description Job Title: Technical Support Manager (Also Known As Service Desk Manager ) • Reports to:...
  • 3/25/2024 12:00:00 AM

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Technical Support Manager
  • Visionaire Partners
  • Technical Support Manager This is an exciting opportunity to join a top-notch company in this newly created position due...
  • 3/24/2024 12:00:00 AM

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Technical Support Manager
  • Dahua Technology USA, Inc.
  • Irvine, CA
  • Job Description Job Description Who we are: Dahua Technology USA Inc. is a subsidiary of Dahua Technology, a global lead...
  • 3/24/2024 12:00:00 AM

Indiana /ˌɪndiˈænə/ (listen) is a U.S. state located in the Midwestern and Great Lakes regions of North America. Indiana is the 38th largest by area and the 17th most populous of the 50 United States. Its capital and largest city is Indianapolis. Indiana was admitted to the United States as the 19th U.S. state on December 11, 1816. Indiana borders Lake Michigan to the northwest, Michigan to the north, Ohio to the east, Kentucky to the south and southeast, and Illinois to the west. Before becoming a territory, various indigenous peoples and Native Americans inhabited Indiana for thousands of ye...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Manager jobs
$124,050 to $165,306

Technical Support Manager in Anaheim, CA
The Technical Support Manager will provide leadership and management of the Technical Division which is responsible for the full life cycle of all technology products and services.
January 07, 2020
Technical Support Manager in Melbourne, FL
The job of a manufacturing technical support manager is to plan and supervisor all technical repair, maintenance, upgrade and installation works of technical aspects such as machinery, spare parts and electrical fittings.
February 08, 2020
Technical Support Manager in Fort Smith, AR
Serve as the top-line escalation point for high-priority support cases including overall triage and management.
December 29, 2019