Manager of Technical Support

Bethesda, MD


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Type: Direct-Hire

Category: Information Technology

Salary: 100,000.00

Reference ID: 10044637

Shortcut: http://addisongroup.gosnaphop.com/F5ApDz


Role: The Manager of Technical Support

Salary: 85K-100K

Onsite: Bethesda MD, 5 Days a week


About the Job

The Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges.) This team operates around the clock, 24/7/365. While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excellence. This role requires an individual with strong leadership skills, a customer-first approach, and a deep understanding of technical problem-solving. The Manager ensures that customer inquiries are handled efficiently and professionally while driving continuous improvement in service delivery.

 

Work Expectations & Conditions

       Location: Bethesda, MD. In-office position (not hybrid or remote)

       Travel: This role does not require travel

       Salary Range: $85,000-$105,000

 

Key Responsibilities Team Leadership

       Manage and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions.

Customer Experience Management

       Ensure prompt and professional handling of customer inquiries via phone and email.

Issue Resolution & Escalation

       Develop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary.

Process Optimization

       Identify and implement best practices for efficiency, improving response times and resolution rates.

Performance Monitoring/ Data & Reporting

       Establish and track KPls related to customer response times, issue resolution rates, and customer satisfaction.

       Establish and document quality control checklist for new installations to ensure proper setup across multiple software applications

Training & Development

       Conduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures.

Technology & Tools Utilization

       Ensure the team effectively utilizes service management and customer support platforms.

 

Skills & Qualifications Education

       Bachelor's degree preferred or equivalent technical support experience.

Experience

       Minimum 3-5 years of experience in field service, technical support, or installation management.

       Industry Knowledge: Access control, security systems, Saas, or preferred technology-driven environments a plus.

       Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.

       Experience with a multi-layer ticketing system for processing client requests.

       Experience with monitoring automation systems for alarm processing a plus.

Interpersonal Skills

       Excellent written and verbal communication skills for effective collaboration across teams.

       Ability to work independently and proactively to address challenges.

       Strong leadership and team management experience with a proven ability to collaborate across teams.

       Ability to schedule and manage staffing in 24/7/365 environment.

       Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.

       Exceptional communication and stakeholder management skills.



Why choose Addison IT? 

• Pay: We negotiate high salaries using U.S. Bureau of Labor Statistics 

• Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses 

• Permanent Employment: Many of Addison’s job openings lead to potential permanent employment 

• Connections: You connect directly with hiring managers from renowned organizations 

• Options: You are presented multiple employment options near your home 

• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation 

 

 

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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