Support Manager Technical Assistance Center

About the role

Help shape the future of customer support through operational excellence, technical leadership, and an unwavering commitment to the customer experience. We're looking for a Manager, Technical Assistance Center who is ready to lead high-performing technical support teams, develop future leaders, and drive continuous improvement across a 24/7 customer support operation.

Responsibilities

• Reporting to the Director of Technical Support Operations, this role provides both strategic and day-to-day leadership for SONIFI's Technical Assistance Center (TAC).
• Lead, coach, and develop supervisors and technical support teams responsible for delivering exceptional customer experiences, achieving operational performance goals, and continuously improving support processes.
• Balance people leadership, operational execution, customer advocacy, and data-driven decision making.
• Drive operational performance by managing service levels, workforce planning, customer support metrics, quality standards, reporting, and continuous process improvement initiatives.
• Partner across the organization to improve customer outcomes by analyzing support trends, implementing operational improvements, managing escalated customer issues, and ensuring timely communication through resolution.
• Oversee recruiting, onboarding, performance management, employee development, coaching, and succession planning to build and retain high-performing teams.
• Champion a customer-first culture while ensuring compliance with departmental procedures, company policies, and operational standards.
• Collaborate with leadership to establish strategic priorities, execute department initiatives, and align Technical Assistance Center operations with broader business objectives.
• Lead by example, creating an environment that promotes engagement, accountability, teamwork, and a positive SONIFI culture.

Requirements

• We're looking for a customer-focused operations leader who combines technical aptitude with strong leadership skills and a passion for building high-performing teams.
• Bachelor's degree in a related field and at least four years of experience leading technical support, call center, or customer operations teams supporting hardware and software environments, including a minimum of two years of people leadership experience.
• Proven experience leading supervisors and technical teams while driving performance, accountability, employee engagement, coaching, and professional development.
• Strong operational and analytical skills with experience managing service level agreements (SLAs), workforce planning, performance metrics, quality programs, and continuous improvement initiatives.
• Excellent communication, collaboration, and relationship-building skills with the ability to influence stakeholders across all levels of the organization and effectively manage customer escalations.
• Strong technical aptitude with experience navigating multiple business applications, including Microsoft Office and CRM platforms such as Salesforce.
• Demonstrated ability to think strategically while remaining hands-on in solving operational challenges, managing competing priorities, and delivering measurable business results.
• Preferred Experience leading technical support organizations operating in a 24x7 customer support environment.
• Experience supporting networking, hardware, software, or managed technology services.
• Experience using customer support analytics to improve operational efficiency and customer satisfaction.
• Experience driving organizational change, process optimization, and employee engagement initiatives.