Technical Support Manager

Location: Pittsburgh

Job Type: Full Time / Permanent

Technical Support Manager / Leader Responsible for leading a team focused on providing advanced remote technical support for IT technologies. Provide technical escalation support for staff. Help train and develop staff and assure that they are growing and current. Participate as a valued member of the leadership team. Inspire assigned staff through consistent communication, one on one meetings, career development planning and building a collaborative and engaged team. PRIMARY DUTIES AND RESPONSIBILITIES: • Resolve very complex or previously unknown problems requiring high level technical expertise and business acumen while coaching other staff. • Provide Root Cause Analysis (RCA); ensure information is captured for Knowledge repository • Analyze support cases pertaining to the services delivered to isolate issues or trends with product or customer sites, providing weekly reports to leadership with creative solutions that may minimize or eliminate concerning patterns or trends. • Track support activity and achieve measurable assigned department and employee goals while providing the oversight and training needed to ensure individual and team proficiency and compliance. • Manage various customer priority case levels and situations, including problem resource management, customer communication and formal case escalations. • Participate in resource scheduling to ensure adequate 24/7 real-time, skills-based support center operations and coverage. • Perform after-hours manager on-call rotations which may require evenings and weekends, and assist on-call support staff with urgent issues they cannot resolve on their own. • Establish and maintain lines of communication with professional services, sales and operations on design, reliability and maintenance issues pertaining to escalations. • Participate in customer, partner, and vendor communication related to specific product case management needs. • Elevate and develop Technical Support staff for effective employee training, coaching, mentoring and daily case quality activities. • Represent Technical Support at company and customer events, user forums, and partner visits • 80% in center requirement. SPECIFIC CHARACTERISTICS, SKILLS AND ABILITIES REQUIRED: • Ability to multi-task and manage time well • Superior verbal and written communication skills • Ability to establish technical credibility with customers, peers and Engineers • Can create and write complex procedures • Demonstrated ability to successfully manage large, long-timeframe projects • Able to maintain a positive attitude throughout the support process • Takes a calm and mature approach to dealing with difficult problems and people • Technical Skills Required: • Microsoft, Cloud, Backup, Security, Networking and Deskstop Technologies.