Technical Services Manager

About the role

The Technical Services Manager leads the Technical Services team, providing leadership, guidance, training, and performance evaluations. This role promotes teamwork and professional growth, enhancing efficiency and customer satisfaction by developing and implementing team policies and procedures. Key responsibilities include monitoring and analyzing key ticket metrics, ensuring timely and accurate resolution of customer inquiries and technical issues, meeting service level agreements (SLAs), improving product offerings, and continuously improving the support function.

Requirements

• Commutable distance to NYC, required to meet with customers and internal teams regularly.
• A consistent track record of successfully leading and empowering technical support teams.
• Experience managing complex technical escalations, including those with commercial stakes.
• Extensive experience working in a Technical Support environment.
• A strong technical foundation, comfortable with Web technologies (JavaScript), APIs, and data flows.
• Ability to communicate with both technical and non-technical audiences.
• An interest in leveraging AI and automation to enhance the efficiency and effectiveness of how support teams work.

Qualifications

• Excellent communication and interpersonal skills.
• Capacity to manage multiple priorities in a fast-paced environment.
• Experience with Zendesk (or similar customer support platform).

What You'll Need

• In-depth understanding or experience within the Adtech ecosystem.
• Experience writing technical documentation and building internal knowledge databases.
• Experience with SQL or Google Cloud.