Senior Manager, Technical Support

Location: Phoenix, AZ | 5 Days a Week On-Site

Must be local here in AZ and have a track record of tenure as they're looking for people who build and establish themselves as leaders and want a long term home.

We are seeking a Senior Manager of Technical Support to lead and scale a growing global services team. This role is critical to ensuring operational excellence, external customer satisfaction, and technical leadership across both software and hardware support.

The ideal candidate thrives in a high-ownership, in-person environment and has built and established KPIs, understands the importance of SLAs, directly supported external customers, and can roll up their sleeves technically when needed. Experience supporting global customers would be ideal and IoT (Internet of Things) technologies—or at minimum a strong networking foundation—is highly valued.

Key Responsibilities

Team and Operational Leadership

• Lead, mentor, and manage a high-performing team of 15+ technical support professionals.
• Manage day-to-day operations for our Phoenix-based team, remote U.S. staff, and nearshore teams (e.g., Guatemala), with future expansion into Europe, Asia, and Australia.
• Ensure strict adherence to KPIs, SLAs, and global service standards, delivering operational excellence across multiple time zones.

Customer-Focused Service Excellence

• Serve as an escalation point for complex technical issues, guiding the team to deliver high-quality solutions.
• Champion customer satisfaction by building scalable, regionally sensitive processes aligned with local and global business needs.
• Manage relationships with external customers and vendors to ensure the highest level of service and rapid issue resolution.

Metrics-Driven Process Improvement

• Establish, monitor, and continuously refine KPIs, SLAs, and operational metrics to drive efficiency, accountability, and customer satisfaction.
• Produce data-driven reports and dashboards to track team performance, hardware failure rates, ticket trends, and knowledge base utilization.
• Analyze call center and ticketing metrics to reduce Mean Time to Resolution (MTTR) and improve service reliability.

Technical Hands-On Support

• Maintain a deep technical understanding of hardware and software troubleshooting, including networking and IoT devices.
• Step in to assist the technical team with diagnosing and resolving complex issues when necessary.
• Oversee configuration, testing, and deployment of technical solutions across a broad product suite.

Systems and Tools Management

• Administer and optimize ticketing and CRM systems, preferably Dynamics 365 and Zendesk.
• Own configuration of workflows, routing rules, and case management in Dynamics 365.
• Develop, maintain, and enhance the Knowledge Base (KB) content to drive customer self-service adoption.

Cross-Functional Collaboration

• Work closely with Product Management, Engineering, and Quality Assurance teams to escalate and resolve product and system issues.
• Collaborate with Marketing to ensure technical documentation, hardware installation guides, and knowledge articles remain accurate and up to date.

Global Operations Support

• Manage 24x6 global support coverage (362 days a year) across North America, Europe, Asia, and Australia.
• Implement scalable support practices sensitive to regional expectations and cultural nuances.
• Ensure seamless handoffs and collaboration between onshore and nearshore teams.

Required Qualifications

• 7+ years leading technical support teams, preferably in a technology or SaaS environment.
• 4+ years managing global services teams and/or nearshore call centers (e.g., Guatemala).
• Deep experience supporting both hardware and software environments, with a strong networking or IoT foundation.
• Proven success establishing and managing KPIs, SLAs, and driving external customer satisfaction.
• Hands-on experience with CRM/ticketing systems like Dynamics 365, Zendesk, Salesforce, or ServiceNow.
• Solid understanding of IT infrastructure, network protocols/configurations, and cloud-based technologies.
• Strong leadership capabilities with experience in hiring, onboarding, mentoring, and performance management.
• Exceptional communication skills—able to interact with executives, clients, technical teams, and vendors.

Bonus Points For:

• Experience troubleshooting and supporting IoT devices or complex Internet of Everything systems.
• Background supporting hardware testing, hardware/software deployments, and root cause analysis for technical issues.
• Familiarity with cloud platforms and systems integration best practices.
• Dynamics 365 Customer Service workflow configuration and KB article management expertise.

Important Details

• Location: Phoenix, AZ
• Schedule: 5 days per week onsite (no remote or hybrid options)
• Travel: Occasional, as needed for team or vendor collaboration

Ready to lead a global technical support team, drive operational excellence, and make a major impact? Apply today!