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Top 50 Senior Technical Support Manager Skills

Below we've compiled a list of the most important skills for a Senior Technical Support Manager. We ranked the top skills based on the percentage of Senior Technical Support Manager resumes they appeared on. For example, 14.1% of Senior Technical Support Manager resumes contained Customer Service as a skill. Let's find out what skills a Senior Technical Support Manager actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Technical Support Manager:

1. Customer Service

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high Demand
Here's how Customer Service is used in Senior Technical Support Manager jobs:
  • Implemented call monitoring and mentoring to measure individual staff performance and improve customer service, technical support and overall customer satisfaction.
  • Provided excellent customer service meeting the customer's expectations and fulfilling our service level agreement with the end user community
  • Leverage Lean Six Sigma methodology for improvement in customer service responsiveness and quality.
  • Provided high level customer service including handling escalations.
  • Handled and resolved escalated customer service issues.
  • Provided support to customer service associates by responding to technical questions regarding the products and services the Technical Assistance Group supports.
  • Follow up on support issues with customers to ensure that problems are resolved and customer service is improved.
  • Coached team members to focus on excellent customer service and achieve a high level of efficiency.
  • Coach and mentor support staff to develop their technical knowledge and customer service skills.
  • Ensured brand and customer service quality standards were maintained and demonstrated by all personnel.
  • Created selection criteria and recruited three new personnel for US Customer Service team.
  • Provide excellent customer service meeting or exceeding our SLA agreement service levels.
  • Inspire and energize people; foster a climate for superior customer service.
  • Established appropriate operational metrics to measure customer service satisfaction, staffing levels, employee productivity, and trends in the industry.
  • Reduced customer service backlog by 83% and slashed customer wait times from 30 minutes to less than five minutes.
  • Managed all of the technical support / customer service issues for over 200,000 customers worldwide.

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2. Technical Support

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high Demand
Here's how Technical Support is used in Senior Technical Support Manager jobs:
  • Tested and qualified emerging SAN products, resolved technical support escalations and cultivated customer relations.
  • Represented Technical Support in pan-Dell initiatives to ensure requirements were met.
  • Closed out escalated tickets and provided feedback to technical support personnel.
  • Trained and mentored new developers and technical support personnel.
  • Represented technical support in all corporate policy implementation.
  • Worked in conjunction with and provided trouble shooting technical support to the service department for problems they were unable to solve.
  • Mentored candidates into the Management Team and Launched the First Flex Site for Apple Technical Support for Tier 1 and 2.
  • Core duties included leadership and support of 7 managers for Regional Technical Support, Retail Support, Crosswalk and Quality Assurance.
  • Direct accountability and oversight of CHP's Technical Support department, managing three support managers and 30 techs supporting over 15,000 users
  • Manage MapR Global Technical Support teams, located in US and India to provide the highest level of customer satisfaction.
  • Provide direction and manage day-to-day operations of the Excite@Home Technical Support corporate call center (150 employees).
  • Designed and implemented a world class global technical support database on an SAP backbone.
  • Upgrade technical support lab to support customers, sales, and team training.
  • In-sourced the Technical Support Account Management team which saved $1.2 million annually.
  • Developed training programs for customers, sales and technical support personnel.
  • Monitor Help Desk phone line for Technical Support.
  • Conceptualized and implemented process to allow unintegrated technical support entities to leverage demand deflection tools prior to completion of platform integration.
  • Developed and implemented business continuity plans and practices to measure effectiveness and performance of the Technical Support Team.
  • Job functions included Technical Support on Red Back/Ericsson SMS1000/SMS1800/SMS10K/SE800, and Juniper ERX1410 routers.
  • Managed internal Support Staff, including Technical Support and Helpdesk Functions.

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6 Technical Support Jobs

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3. Technical Support Engineers

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high Demand
Here's how Technical Support Engineers is used in Senior Technical Support Manager jobs:
  • Ensured ultimate customer support satisfaction by managing a team of Technical Support Engineers.
  • Developed and implemented a recognition program for the Technical Support Engineers.
  • Managed Asia Pacific Professional Services and Technical Support Engineers.
  • Managed multiple teams of product technical support engineers simultaneously.
  • Managed teams of senior technical support engineers providing Level 3 mentoring and escalation assistance in the Americas.
  • Developed, coached and motivated a highly skilled productive team of Tier 3 Technical Support Engineers.
  • Developed and executed an aggressive program for certifying Technical Support Engineers to the highest level.
  • Install, test, and train technical support engineers and sales on new product offerings.
  • Led team of 95 technical support engineers and managers within a Technical Support Center.
  • Selected and trained initial core group of Technical Support Engineers (TSE's).
  • Supervised the development of an internal training program for new technical support engineers.
  • Promoted to oversee eight direct reports including Senior Technical Support Engineers.
  • Recruited, hired and trained new technical support engineers.
  • Coached L1/L2 Technical Support Engineers in multiple locations supporting Citrix NetScaler, Access Gateway, and Web Interface products.

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4. Service Delivery

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high Demand
Here's how Service Delivery is used in Senior Technical Support Manager jobs:
  • Build strong customer relationships via site visits and regular follow-up calls to ensure service delivery is exceeding account requirements.
  • Developed and implemented support operation processes across all domains to drive excellence, consistency and efficiency in service delivery.
  • Manage business relationships through service delivery and attending Operation program meetings with Directors and Program Managers.
  • Reduced costs 8% and improved overall service delivery in Latin America region after creating and implementing western hemisphere support plan.
  • Mentor and coach Systems Analysts by holding one-on-ones on a bi-weekly basis; participate in acquisition service delivery strategies.
  • Improved on-time service delivery by 80%; reduced unfulfilled orders by 60%.
  • Monitor service delivery to avoid and regulate all product outages and improve performance.
  • Spear-Headed with the Business Unit owners to develop a roadmap for service delivery transition to Service Partners in India.

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1 Service Delivery Jobs

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5. Infrastructure

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high Demand
Here's how Infrastructure is used in Senior Technical Support Manager jobs:
  • Implemented and managed remote monitoring technology SupportOne / Next Nine as means of proactively monitoring client network and hardware infrastructure.
  • Managed new facility infrastructure architecture and engineering installation as well as existing facility technology upgrades and expansions.
  • Provided contact center infrastructure optimization recommendations, training support and staffing.
  • Experienced managing infrastructure for market data products and legal applications.
  • Installed a new management infrastructure based on performance metrics.
  • Minimized expenses by leveraging existing automation tools and infrastructure.
  • Provided technology infrastructure direction for distribution and e-fulfillment initiatives.
  • Coordinated Year 2000 activities related to systems infrastructure.
  • Develop and maintain network infrastructure.
  • Selected and implement needed infrastructure (online knowledge base, a trouble ticket system, etc.)
  • Procured lab equipment for partner team and established a lab with full connectivity to EMC infrastructure.
  • Project support and leadership ranges from business and IT applications to infrastructure improvements.
  • Resolved issues and supported deployments and releases with infrastructure team.
  • Managed QA and certification for all infrastructure projects.
  • Ensured premium support and technology infrastructure stability is delivered to Fidelity financial professionals.
  • Designed, Developed and implemented Student-facing Helpdesk infrastructure for online college.
  • Manage JCPenney's IT Production Support team providing support of all IT systems and infrastructure.
  • Developed and aligned roadmap for the Mainframe system infrastructure with evolving business needs.

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1 Infrastructure Jobs

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6. SLA

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high Demand
Here's how SLA is used in Senior Technical Support Manager jobs:
  • Created client monthly external operations reports indicating support ticket SLA metrics.
  • Slashed incident detection time 50% by implementing application monitoring.
  • Improved customer-facing system availability to consistently exceed SLA targets.
  • Direct daily and participate in monthly operations review meetings, providing metrics related to documented SLA and OLA.
  • Reduced the number of escalated customer complaints by 90%, by defined SLA and process frameworks.
  • Develop and/or update STP translation procedures to support Tier 1 and Tier 2 personnel for SW Region.
  • Created SLA's that increased customer experience that in turned increased customer retention in the company.
  • Trained and experienced in troubleshooting DMS translations, hardware, SS7, and ISDN Lines/Trunks problems.
  • Monitor problem ticket queue, SM7, to ensure all assigned tasks are completed within SLA
  • Defined SLA and prioritization process for ticketing tool based on a set of standards.
  • Provide ongoing OJT for STP translations to new technicians during re-organization of work group.
  • Define all processes and procedures, SLA and OLA with peer and tier teams.
  • Document standards and procedures, approved SLA s and implement processes as best practice.
  • Slashed Abandon Rate from 28% to 3% through workforce management strategies.
  • Support also included resolving trouble with complex 5ESS translations, including split translations.
  • Developed SLA's and OLA's to meet government regulatory requirements.
  • Updated 8XX procedures for consolidation and trained translations group at NOC.
  • Presented STP translations seminars to technicians at NOC.
  • Created and maintained SLA with business partners.
  • Provide end to end management of the Service Level Agreement (SLA) lifecycle.

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7. Project Management

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high Demand
Here's how Project Management is used in Senior Technical Support Manager jobs:
  • Led Project Management team to create and configure automated sales force tools.
  • Manage Project Management Office intake and funding requirements for project budgets in excess of $30 million.
  • Provide project management and KPIs development to ensure service levels are achieved and improved upon.

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8. Process Improvement

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high Demand
Here's how Process Improvement is used in Senior Technical Support Manager jobs:
  • Supervised various projects directly or via Project Managers to implement productivity enhancing strategies involving system updates and process improvements.
  • Developed reports for call analysis and process improvements.
  • Implemented Process Improvement to track all support calls while increasing call closure from 83% to 90% within 48 hours.
  • Full P&L, client relationship management, technical resource development, service quality, operation and process improvement.
  • Reduced time to relief by means of process improvements and organizational planning tailored to key drivers in CSAT metrics.

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9. New Product Development

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high Demand
Here's how New Product Development is used in Senior Technical Support Manager jobs:
  • Attend new product development meetings.

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10. Knowledge Base

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high Demand
Here's how Knowledge Base is used in Senior Technical Support Manager jobs:
  • Analyzed client call data to create a FAQ knowledge base to reduce training time for clients, and improve end-user satisfaction.
  • Managed the development of a Knowledge Based System that generated sales leads using natural language querying to access the information.
  • Reduced incident volume through deflection processes by implementing self-help options including knowledge base, Wiki, and community forums.
  • Supervised the building of professional knowledge bases, built team morale, and effective client services training.
  • Initiated a project to improve the content quality, indexing and searching of knowledge base articles.
  • Programmed artificial intelligence voice automated knowledge base, accessible via PBX and dial up modems.
  • Created knowledge base entries on recurring customer issues.
  • Installed Knowledge Base system leading to more timely resolution of incidents.

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2 Knowledge Base Jobs

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11. PCS

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high Demand
Here's how PCS is used in Senior Technical Support Manager jobs:
  • Led and mentored a team of 11 technology professionals supporting PCs and MACs.

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12. Key Performance Indicators

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high Demand
Here's how Key Performance Indicators is used in Senior Technical Support Manager jobs:
  • Designed and presented Key Performance Indicators (KPIs) adopted regionally.

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13. Performance Reviews

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high Demand
Here's how Performance Reviews is used in Senior Technical Support Manager jobs:
  • Manage workforce from talent acquisition process to talent management, including conducting performance reviews and resolving employee performance issues.
  • Counseled staff members privately when needed and completed annual performance reviews.
  • Coordinate project involvement, create performance reviews, and handle escalated issues.
  • Deliver performance reviews and career planning to all team members.

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14. Internet

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high Demand
Here's how Internet is used in Senior Technical Support Manager jobs:
  • Installed operating systems, configured routers, set up workstations for Windows applications, including internet security.
  • Set up, staffed, and implemented Apple's new Internet based technical support team.
  • Maintained accounting data base for internet based audio devices for over 300 customers.
  • Worked with GTE Internetworking as first off site implementation of server side technology.

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15. QA

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average Demand
Here's how QA is used in Senior Technical Support Manager jobs:
  • Managed QA group budget ($$) for Product Qualifications, FA, RMA disposition, warranty charges etc.
  • Coordinated testing, bug reporting and feature enhancement requests on between QA, Support and Development.
  • Partner with Level 3 support teams and QA on new firmware and feature design and implementation
  • Aided QA and product development in beta testing and benchmark creation/testing of DS/PX software.
  • Participated in focus groups, User Acceptance Testing (UAT) and internal QA.
  • Developed Internal Business Processes Committee, QC & QA of company.
  • Applied QA processes to meet critical requirements and strict timelines for project deliverables.

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16. CRM

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average Demand
Here's how CRM is used in Senior Technical Support Manager jobs:
  • Conducted monthly business analysis review using CRM and SAP data to assess opportunities to grow and develop premium business unit.
  • Integrated Bug Database with CRM providing a single point of service to Support representatives and allowing customers self-service.
  • Use Clarify CRM application for tracking purposes.
  • Improved all KPIs through ITIL best practices, CRM, CTI technology, quality monitoring, and workforce optimization.
  • Resolved complex escalated P1 customer issues related to Installation, Upgrade Area for Siebel CRM.
  • Resolved complex escalated P1 issues related to Systems Administration Area for Siebel CRM.
  • Resolved customer issues related to 3rd party component/Upgrade Area for Siebel CRM.
  • Experience supporting SaaSbased apps: Cloudsync, Good Dynamics, RightNow CRM.
  • Supported specialized managing tools including Salesforce and Siebel (CRM) and ClearQuest (defect-tracking database.)

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1 CRM Jobs

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17. Direct Reports

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average Demand
Here's how Direct Reports is used in Senior Technical Support Manager jobs:
  • Reduced installation and training costs by using direct reports instead of outsourced personnel to outfit laboratory.
  • Schedule and conduct recurring staff meetings, including 1x1 employee meetings for direct reports and skip level meetings.
  • Directed $20M budget, 15 direct reports, and 100 cross-functional reports.
  • Recruited, trained, managed and mentored direct reports.

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18. Customer Base

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average Demand
Here's how Customer Base is used in Senior Technical Support Manager jobs:
  • Headed a project aimed at reducing case volume from the heaviest users of support among our customer base.
  • Helped implement chat support (BoldChat) for our Enterprise customer base.
  • Delivered support services to customer base of over 1,000,000.

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19. IT Support

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average Demand
Here's how IT Support is used in Senior Technical Support Manager jobs:
  • Managed a team of 3 Support Managers and 27 IT Support Specialists located in worldwide offices supporting over 2800 employees.
  • Provided and managed IT support for over 10,000 end-users across multiple sites in multiple locations.
  • Manage vendor day to day IT Support staff including Help Desk.
  • Created and staffed an international IT support team in the Philippines that improved customer satisfaction in less than 2 months.
  • Developed and led monthly new hire briefings, introducing employees to the IT support policies and procedures.
  • Deployed the "OIT Departmental Support Hotline" to improve communications with departmental IT support.

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20. Unix

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average Demand
Here's how Unix is used in Senior Technical Support Manager jobs:
  • Created UNIX shell tools to be used by the production staff to maintain the application on a daily basis.
  • Specify, develop, maintain, and operate UNIX based Point of Sale, workflow management, billing and reporting system.

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21. Problem Resolution

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average Demand
Here's how Problem Resolution is used in Senior Technical Support Manager jobs:
  • Managed customer expectations and relationships, coordinating problem resolution efforts between affected internal and external organizations.
  • Managed escalated issues of diverse scope interacting with appropriate groups for problem resolution.
  • Assisted with problem resolution, system configuration, data availability and use, and implementation of our code into user applications.
  • Managed technology for 450 employees including systems operation, problem resolution, deployment and interfaces with IT.
  • Assisted the Support Development Team that was involved in Tier 2 and 3 support problem resolution.
  • Maintained the highest quality of technical services while improving response times for call and problem resolution.
  • Served as the liaison between customers and the engineering team during the problem resolution process.
  • Improved relationship with field teams for better problem resolution over phone.
  • Managed facilities, problem resolutions, post-outage root-cause analysis, change orders, and help-desk service deliverables.
  • Use Centra 7.2 and WebEx 3.1.1 to investigate and communicate problem resolution at real time.

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22. Salesforce

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average Demand
Here's how Salesforce is used in Senior Technical Support Manager jobs:
  • Sponsored first social media internal chat site depicting first call resolution sharing globally utilizing salesforce.com.
  • Led project to implement Salesforce.com.

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1 Salesforce Jobs

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23. Product Support

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average Demand
Here's how Product Support is used in Senior Technical Support Manager jobs:
  • Attended surgical implants and provided product support to physicians in the operating room.
  • Manage a new product education program that helps customer product support capabilities.

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24. Linux

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average Demand
Here's how Linux is used in Senior Technical Support Manager jobs:
  • Led extensive project to comply with new Daylight Savings time changes in Unix/Linux Systems throughout the organization.
  • Maximized the use of Ullink, Transact Tools, Linux, and enhanced knowledge of FL/TT/PATS systems.

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25. ISO

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average Demand
Here's how ISO is used in Senior Technical Support Manager jobs:
  • Research competitive products, produce comparison charts for web and log relevant feature requests with detailed requirements and suggestions.
  • Manage staff of Technical Product Managers, Technology Manager, and Technical Solutions Supervisor and related groups.
  • Isolate and diagnose client/server based products and prototypes including working in a web/SQL server test environment.
  • Ensured client support obligations were incorporated in future development by acting as Support team's liaison.
  • Led ISO 9000 certification compliance and was responsible for build out and growth into India.
  • Design building and campus LAN/WAN infrastructures based on BICSI, EIA/TIA, and ISO standards.
  • Acted as liaison between the customer and software developer for large development projects.
  • Worked as liaison between clients and the Development Team to facilitate project development.
  • Served as division lead for ISO 20k certification and annual audit processes.
  • Manage a support team of up to 24 analysts and two supervisors.
  • Managed up to three teams with total of about 30 agents/supervisors.
  • Act as liaison between JP Morgan executives and the MIS group.
  • Developed and implemented departmental ISO 9000/9001 procedures and process.
  • Delivered customer briefings Developed and led a policy and procedure program to ensure consistent service delivery and ISO compliance.
  • Managed product development, customer support, integration, conversion services Technical Sales Liaison.
  • Recommended for McAfee Career Advisor to employees across the local organization.
  • Created and ISO certified procedures for Rehome Coordination for SW Region.
  • Lead in teaching ISO for Roseville employees.
  • Work as the customers Trusted advisor.
  • Directed 12 technical support advisors to provide customer support for Netware, MS Network Operating System and Compaq servers and peripherals.

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26. Troubleshoot

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average Demand
Here's how Troubleshoot is used in Senior Technical Support Manager jobs:
  • Performed user acceptance/operational readiness testing, defect reporting/prioritization and outage troubleshooting/reporting.
  • Developed and implemented standardized troubleshooting methodology to enable generalist engineers to handle initial inflow support cases on multiple technologies.
  • Implement best practices for ongoing quality improvements and increased customer satisfaction including machine install solutions, troubleshooting.
  • Assisted technical support professionals with advanced hardware, software and networking troubleshooting issues.
  • Managed technical support representatives including providing feedback on documentation and troubleshooting.
  • Initiated and delivered support processes that addressed worldwide FIX troubleshooting.
  • Led team as Project Manager in developing SolutionPoint troubleshooting tool.
  • Project involved several iterations of a troubleshooting flow-chart and job-aids.
  • Directed troubleshooting activities of Technical Support team.
  • Provided troubleshooting analysis of multiple platforms.
  • Managed and directed the troubleshooting flow of all software/hardware related outages by engaging key personnel from other internal teams; i.e.
  • Developed multiple troubleshooting courses for PeopleSoft products that resulted in a quantifiable reduction of calls in the areas addressed.
  • Served as primary troubleshooter for technical, budget, personnel, and special-project related issues.
  • Assisted on on-site visits and hardware troubleshooting and local system upgrades.
  • Support includes troubleshooting issues over the telephone and documenting the issues.
  • Lead advanced network troubleshooting team as technical mentor and coach.
  • Provided IT troubleshooting for hardware and software issues.
  • Created a troubleshooting guide for field sales representatives.
  • Developed troubleshooting guides and BKM's.
  • Frame Relay and Fractional T1 troubleshooting from Broadband switch appearance through Digital Cross-Connect Systems (DCS) to customer handoffs.

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27. Itil

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average Demand
Here's how Itil is used in Senior Technical Support Manager jobs:
  • Cut self-inflicted system incidents and change failures 400% by designing and implementing ITIL-based Change Management project.
  • Follow ITIL processes that are applicable inside the Enterprise

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1 Itil Jobs

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28. Windows XP

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average Demand

29. Desktop

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average Demand
Here's how Desktop is used in Senior Technical Support Manager jobs:
  • Led Voice Channel and desktop application integration for multiple year back end systems migration and stabilization initiatives.
  • Contracted and managed relationship with 20+ outsourced desktop engineers providing on-site support to call center representatives.
  • Created a learning center to aid desktop and server associates enhance their skill sets and prepare for certification and emerging technologies.
  • Play a key roll on a nine person team providing senior level desktop support to a 600 global user base.
  • Provided Tier 3 support for hardware/software, PC/Desktops, network printers, laptops, mobile devices.
  • Lead desktop integration projects for newly acquired groups relating to the Chase and Bank One mergers.
  • Support multiple site locations for 600 desktop end users in Boston, Bermuda and Dublin sites.
  • Support included desktop, mobile, voice, audio/visual, technical training, and disaster recovery.
  • Supported desktop issues for 250 users locally including configuration of Dell laptops for remote access.
  • Created customized unattended software installs for the desktop, server and thin client environments.
  • Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
  • Determined and resolved user desktop issues between Windows 2000 and UNIX servers.
  • Manage the Desktop Support Team at Verizon Center in Basking Ridge, NJ
  • Designed and delivered desktop, laptop, and remote access solutions.
  • Aided expansion from 100 desktops to over 1000.
  • Managed 800 desktops at the disaster recovery facility.
  • Managed purchase and setup of new internal desktop computer systems > Managed Internal Desktop Teleconferencing support issues
  • Project included integration testing, QA, and rollout; managed the security rapid response and desktop encryption projects for team.
  • Define and implement WAN /LAN host and desktop systems security policies and systems.
  • Managed 8000+ assets (Compaq desktops, Lenovo laptops, HP printers and Ricoh MFDs).

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1 Desktop Jobs

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30. Customer Care

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low Demand
Here's how Customer Care is used in Senior Technical Support Manager jobs:
  • Executed seamless integration of new business initiatives and services into the customer care center operations to meet aggressive EBIT performance.
  • Instructed technical support and customer care training sessions for wholesale and retail partners.
  • Skilled in technical and interpersonal customer care and End User Support.
  • Designed triage process and standardized in customer care best practices.
  • Developed escalations path to development and leadership team Established customer care team to support strategic customers
  • Key highlights Set up three customer care training labs that were so successful they were deployed company wide.

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31. SQL

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low Demand
Here's how SQL is used in Senior Technical Support Manager jobs:
  • Create and review T-SQL scripts and Stored Procedures for implementation.
  • Implement and maintain Microsoft NT, Exchange, and SQL on NT [ ] servers.
  • Supported the adoption of leading technologies such as NoSQL (MongoDB, CouchDB, Hadoop, etc.

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1 SQL Jobs

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32. OS

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low Demand
Here's how OS is used in Senior Technical Support Manager jobs:
  • Accelerated technical learning of support personnel by deploying cost-effective in-lab training program to supplement formal training.
  • Designed and implemented all hardware and software upgrades including manpower scheduling with personnel from cross-functional departments.
  • Worked cross-functionally to ensure support delivery was available for customers.
  • Identified quick wins and immediately addressed those to gain credibility.
  • Integrated external StoreVault business unit into NetApp Support ecosystem.
  • Managed a group of project managers focused on technology support efforts (Hardware Refresh, OS updates, Exchange migration).
  • Directed, coordinated, and performed the preparation and presentation of systems proposals to customers and direct divisional MIS staff.
  • Assisted business clients with WAN routing issues, mostly ATM interface configuration issues on Cisco 700 to 3600 series routers.
  • Participated in department-wide cost savings effort to restructure department and reduce head count by 10 and budget by $800,000.
  • Led a 20-member security and risk project team to secure 50K hard drives across all 39 Fidelity divisions globally.
  • Installed logical printers on a print server and preparing print server to host clients.
  • Generated $300K cost savings by implementing Virtual Team project.
  • Released field upgrade parts kits to minimize cost of ownership.
  • Created a task force to address those key contributors.
  • Saved $2M annually across all IT departments.
  • Cross-trained engineers on all product lines.
  • Reduced costs by conducting in-house training.
  • Cost center budget of $3.2MM.
  • Developed project timelines and provide status and closeout reports.
  • Position Highlights and Key Accomplishments: Led a multimillion dollar project to replace all legacy financial applications with an ERP solution.

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33. Webex

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low Demand
Here's how Webex is used in Senior Technical Support Manager jobs:
  • Project managed WebEx's customer call flow (IVRU) structure to meet both business and customer needs.
  • Project managed new product introduction for Cisco WebEx Mail and Cisco WebEx Buy-Online Meetings.
  • Assisted clients on-site, on-line (e-mail, WebEx) or on the phone.
  • Performed product demonstrations at customer and partner sites and through Webex.
  • Hosted and triaged webex for Engineering & customer for support bugs.

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34. Cloud

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low Demand
Here's how Cloud is used in Senior Technical Support Manager jobs:
  • Migrated email from cloud service to local Exchange server.
  • Leverage technical capabilities in supporting model of onsite and Cloud offerings.

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3 Cloud Jobs

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35. Level Agreements

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low Demand
Here's how Level Agreements is used in Senior Technical Support Manager jobs:
  • Managed client service level agreements and attend SLA weekly business units meetings.
  • Negotiated Support Contracts and Service Level Agreements.
  • Oversee all daily technical support activities, establishing, maintaining and communicating service desk metrics and service level agreements.

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36. Tcp/Ip

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low Demand
Here's how Tcp/Ip is used in Senior Technical Support Manager jobs:
  • Resolved connectivity issues between internal and external systems, which use Telnet, TCP/IP and TUXEDO software.
  • Worked with configuring routers, hubs, switches, wiring, frame relay, Ethernet and TCP/IP.

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37. Level Support

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low Demand
Here's how Level Support is used in Senior Technical Support Manager jobs:
  • Monitored and provided second level support for remote technicians.
  • Defined an issue escalation process for Product Support to escalate issues to 3rd level support within 4 hours.
  • Assisted Help Desk with 2nd level support.

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1 Level Support Jobs

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38. Saas

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low Demand
Here's how Saas is used in Senior Technical Support Manager jobs:
  • Developed processes for handling customer issues reported in the new Progress Community forums to support SaaS offerings.
  • Worked with McKesson SaaS development team to reduce defect resolution cycle time by 50%.
  • Worked with McKesson development to identify defects within McKesson's SaaS software.
  • Led the McKesson / Macro Helix SaaS Support Center.

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39. Support Processes

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low Demand
Here's how Support Processes is used in Senior Technical Support Manager jobs:
  • Facilitated overall client satisfaction rating improvement of 11% by providing early issue identifications, previously not available in support processes.
  • Analyze currently implemented support processes and modify to increase efficiency.
  • Assisted Team Manager in monitoring compliance with contracted support processes and procedures.

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40. Service Levels

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low Demand
Here's how Service Levels is used in Senior Technical Support Manager jobs:
  • Maintained service levels throughout the transition while producing a 50% productivity improvement.

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41. KPI

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low Demand
Here's how KPI is used in Senior Technical Support Manager jobs:
  • Developed center KPI s / SLA s. Responsible for staffing requirements, team performance and development, and departmental results.
  • Achieved 97% KPI for targeted callback times through implementing call-handling improvements for Hyperion's Outbound Call Center.
  • Defined and managed team KPI's and SLA's to ensure business objectives are being met.
  • Analyzed KPI and proactively anticipated potential risks and worked with customer contacts to mitigate them.
  • Defined and help standardize KPI metrics to measure employee performance across the global support organization.
  • Managed a cross-functional organization of up to 80 employees and exceeded productivity KPI's.
  • Define and implement department KPIs (metrics) to be used to evaluate group/individual performance.
  • Provided KPI metrics and assisted on migration plan and staged phases for Cloud migration.

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42. Voip

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low Demand
Here's how Voip is used in Senior Technical Support Manager jobs:
  • Collaborated with the Senior Manager, Networking to transition service desk staff and automated call distributor from analog phones to VoIP.
  • Coordinated VoIP pilot project, leading to implementation throughout the company.
  • Hand's on role in supporting customers on 802.11b/g based VoIP communication product.

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43. Sigma

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low Demand
Here's how Sigma is used in Senior Technical Support Manager jobs:
  • Introduced Six Sigma methodology into the business operating model, and personally provided the leadership team's Yellow Belt training.
  • Participated in a Six Sigma project that lowered contract deployment cycle time by 50%

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44. Technical Training

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low Demand
Here's how Technical Training is used in Senior Technical Support Manager jobs:
  • Managed service education group for customer and technical training and documentation.
  • Provided sales support, design and implementation of IT systems, technical training for corporate IT administrators and service technicians.
  • Managed a team of 7 support engineers and raised the quality of support by arranging technical training in house.
  • Increased support team efficiency by creating and delivering technical training for both internal and external support partners.

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45. Vendor Management

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low Demand
Here's how Vendor Management is used in Senior Technical Support Manager jobs:
  • Managed and tracked the escalation of trouble tickets/issues to Tier III engineers for subsequent complex issue resolution and vendor management.
  • Collected $500,000 in annual cost avoidance / savings through vendor management system analysis and quality checks.

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46. Americas

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low Demand
Here's how Americas is used in Senior Technical Support Manager jobs:
  • Provide IT leadership role and manage IT escalations for the Investment and commercial banking businesses across the Americas.
  • Lead a team of 50+ supporting Americas region channel partners and enterprise customers.

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47. Nortel

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low Demand
Here's how Nortel is used in Senior Technical Support Manager jobs:
  • Trained in Nortel's Voice Over IP configuration.

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48. SME

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low Demand
Here's how SME is used in Senior Technical Support Manager jobs:
  • Emerged as Subject Matter Expert (SME) and primary report writer.
  • Worked as Coordinator for the Company Assessment Group (discussing overall operations, identifying and developing processes for improvement.

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49. ACD

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low Demand
Here's how ACD is used in Senior Technical Support Manager jobs:
  • Implemented an ACD system; established metrics for quality and performance measurements that increased call center quality by 10%.
  • Implemented customer call center with ACD/IVR, CRM system, Knowledge Base system, Bug Tracking System, etc.

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50. R

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low Demand
Here's how R is used in Senior Technical Support Manager jobs:
  • Cultivated strong relationships with employees/clients to reduce costs while simultaneously maintaining quality.
  • Performed professional service engagements for multiple customers.
  • Developed/delivered customer and partner training programs.
  • Managed the migration of daily support functions from engineering resources to Level I and Level II teams.
  • Implemented a new process that saved the company over $267K in fiscal year 2013.
  • Prepared, reviewed, and, analyzed a variety of data depending on results.
  • Order Entry for the Sales Organization utilizing SAP, and CSM.
  • Hired to build the Technical Support team at start-up Company.
  • Second team managed handled all IT procurement and accounting activities.
  • Key member of cross functional product alignment meetings.
  • Implemented system and processes for RMA handling.
  • Supervised seven subordinate Logisticians; verified and scheduled manpower to meet mission requirements while providing ongoing leadership, guidance and support.
  • Delivered requests for product information and literature making sure the sales organization is aligned with the managed network service.
  • Identified technical / non-technical issues that could arise to assure complete employee and customer satisfaction through all stages.
  • Provided training and development to the territory and district managers in various vertical markets for the MNS product.
  • Negotiated a new print services contract reducing monthly print costs by [ ] per month.
  • Selected Accomplishments: Selected to assume the position of Site Manager during his absence.
  • Managed teams providing developer and integration level support for customers, VARs and partners.
  • Implemented program leading to a 23% reduction in critical incident resolution time.
  • Established systems, tools and procedures necessary for efficient workflow and support of sales channel.

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Senior Technical Support Manager Jobs

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20 Most Common Skills For A Senior Technical Support Manager

Customer Service

20.9%

Technical Support

8.8%

Technical Support Engineers

6.5%

Service Delivery

6.2%

Infrastructure

6.1%

SLA

5.8%

Project Management

5.7%

Process Improvement

5.3%

New Product Development

3.9%

Knowledge Base

3.5%

PCS

3.4%

Key Performance Indicators

3.0%

Performance Reviews

3.0%

Internet

2.8%

QA

2.7%

CRM

2.7%

Direct Reports

2.7%

Customer Base

2.3%

IT Support

2.3%

Unix

2.3%
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Typical Skill-Sets Required For A Senior Technical Support Manager

Rank Skill
1 Customer Service 14.1%
2 Technical Support 5.9%
3 Technical Support Engineers 4.4%
4 Service Delivery 4.2%
5 Infrastructure 4.1%
6 SLA 3.9%
7 Project Management 3.8%
8 Process Improvement 3.6%
9 New Product Development 2.6%
10 Knowledge Base 2.4%
11 PCS 2.3%
12 Key Performance Indicators 2.0%
13 Performance Reviews 2.0%
14 Internet 1.9%
15 QA 1.8%
16 CRM 1.8%
17 Direct Reports 1.8%
18 Customer Base 1.6%
19 IT Support 1.6%
20 Unix 1.6%
21 Problem Resolution 1.5%
22 Salesforce 1.5%
23 Product Support 1.5%
24 Linux 1.5%
25 ISO 1.4%
26 Troubleshoot 1.3%
27 Itil 1.3%
28 Windows XP 1.3%
29 Desktop 1.2%
30 Customer Care 1.2%
31 SQL 1.1%
32 OS 1.1%
33 Webex 1.0%
34 Cloud 1.0%
35 Level Agreements 1.0%
36 Tcp/Ip 1.0%
37 Level Support 1.0%
38 Saas 1.0%
39 Support Processes 1.0%
40 Service Levels 1.0%
41 KPI 1.0%
42 Voip 0.9%
43 Sigma 0.9%
44 Technical Training 0.9%
45 Vendor Management 0.9%
46 Americas 0.9%
47 Nortel 0.8%
48 SME 0.8%
49 ACD 0.8%
50 R 0.8%
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32,690 Senior Technical Support Manager Jobs

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