Manager, Enterprise Technical Support

Job Description

POSITION SUMMARY

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The Manager of Enterprise Technical Support is a high-impact, customer-obsessed technology leader responsible for directing the multi-disciplinary operational support teams that keep our enterprise technology functioning. This role provides strategic and tactical oversight for four distinct vital support pillars: the Help Desk, the Network Operations Center (NOC), Field Services, and End Point Support.

As a champion of "fanatical support," this leader shifts the traditional IT support mindset into a world-class service delivery engine, ensuring users experience seamless, empathetic, and rapid resolution to their technology challenges. Versed in the technology support frameworks (e.g., ITIL), the Manager will instill a culture of accountability, service, operational metrics, and technical excellence across diverse support modalities—from phone-based triage to hands-on hardware remediation and proactive infrastructure monitoring. A relentless focus on customer-centric leadership, incident reduction, process maturity, and building highly collaborative, cross-functional teams is paramount to succeeding in this role.

PRIMARY RESPONSIBILITIES & FUNCTIONS

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40% -

Customer-Centric Leadership, Coaching & High Performance Accountability

• Lead, mentor, and inspire a diverse, multi-tiered support organization, fostering a culture of profound customer empathy and absolute commitment to world class customer service (WCCS).
• Actively build and cultivate customer-service-oriented teams; recruit top tier technical talent who possess a passion for helping others and excellent communication skills.
• Define explicit, objective performance standards and metrics (e.g., CSAT, First Contact Resolution, SLA compliance) for individuals and teams.
• Conduct regular 1-on-1 coaching sessions, career progression planning, and rigorous performance managem...