Technical Support Manager (Information Technology)

Monitor support trends and implement staffing schedules based on business needs.
Oversee phone queues, ticket requests, and departmental emails to ensure availability across technical support, deployment, and shipping.
Ensure coverage during weekends and holidays by managing team schedules.
Review and adjust timecards for accuracy.
Participate in planning, development, and execution of new customer, sales, and terminal product launches.
Lead departmental meetings to prepare teams for supporting new equipment and services.
Collaborate cross-functionally to ensure timely communication of updates and changes.
Manage customer, sales, and operations escalation requests efficiently and effectively.
Generate weekly, monthly, and quarterly reports on support metrics and team performance.
Set and monitor team member performance goals; provide coaching and training to drive results.
Oversee team performance for quality assurance and compliance with procedures.
Conduct team meetings to communicate company policies, procedures, and product updates.
Provide clear direction, feedback, and guidance to team members.
Assist with monthly inventory, shipping, and receiving processes.
Partner with the Director on personal and professional development goals.
Oversee technical support functions in special projects and new product or company implementations.
Identify process gaps, document procedures, and streamline workflows for efficiency.
Collaborate with the sales team to maximize profitability, drive customer satisfaction, and support company growth.