Manager of Support

This is a Fully Remote Job About Our Client:The organization operates within the technical support and software services industry, addressing complex enterprise-related user issues across diverse technologies, platforms, and applications. It supports a large user base distributed globally, focusing on high availability and customer-centric service to resolve infrastructure, hardware, software, network, and application incidents effectively. About the Opportunity:The MANAGER OF SUPPORT leads a team of Technical and Software Support analysts to deliver expert assistance on complex enterprise issues. This role ensures high-quality customer service and operational excellence by building a versatile team capable of supporting various technologies. The manager drives a metrics-oriented culture, oversees incident resolution, and enhances team skills through training and performance management, contributing directly to service reliability and user satisfaction. Responsibilities:Lead and manage a global team of support analystsFoster a customer service–focused team cultureDevelop and maintain metrics to drive continuous improvementHandle administrative scheduling dutiesEnsure timely resolution of customer inquiriesCollaborate with business operations, IT services, and development teams to resolve issuesPlan and coordinate projects and workloads for support staffDevelop and update training materialsConduct quarterly performance reviews for team membersUtilize AI-enabled tools to improve decision-making and efficiencyUphold ethical standards in AI use, ensuring accuracy and privacy Requirements:Bachelor's Degree in Computer Science or related fieldApproximately 8+ years of technical support experienceOver 3 years of leadership experience in IT or Support within multi-tiered environmentsExperience in building service-oriented organizations with established policies and proceduresKnowledge of incident, problem, request, change, and knowledge managementStrong communication and interpersonal skillsProven client service capabilities in deadline-driven settingsExperience with enterprise software and infrastructure, preferably in Higher Education Pay Range and Compensation Package:Base pay range is $85,000 to $100,000 per yearEligibility for an incentive planFull range of benefits Benefits & Perks:Medical insuranceLife insuranceDental insuranceVision insurancePaid time offPaid parental leavePaid holidaysShort-term disabilityLong-term disability401(k) retirement planEducational assistance Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.