Technical Support Manager jobs in Indianapolis, IN

Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Manager Technical Support
  • Slack Technologies, LLC, a Salesforce company
  • Indianapolis, IN FULL_TIME
  • To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

    Job CategoryCustomer Success Group

    Job Details

    MANAGER TECHNICAL SUPPORT : A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organisational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organisation to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.

    Location: Hyderabad

    Work Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.

    Experience/Skills Required:

    • Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

    • Overall work-experience of 10 years, Strong people management expertise of at least 4 - 5 years in technical support management roles.

    • Strong Experience in managing technical support professionals.

    • Experience with support tools and phone systems.

    • Excellent written and verbal communication skills.

    • Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

    • Continuously raises the bar on what defines customer service delivery.

    • Excellent situational awareness in handling objections in dynamic customer environments.

    • Leading cross-functional collaboration across global teams

    • Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision

    • Drive stakeholder engagement across peers and senior management

    • Ability to address and effectively engage large audiences and hold their interest

    • Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations

    • Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development

    • Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management

    • Strong Escalation management experience with multiple stakeholders including customers and product teams

    • Demonstrate strong work ethic and advanced organizational skills

    • Ability to develop and deliver creative business solutions for complex problems

    • Ability to attract, hire and retain high-performing support professionals

    • Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

    Detailed Role & Responsibilities:

    • We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.

    • Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. · Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals

    • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers

    • Ensure the delivery of high-quality technical and soft-skills training for direct reports

    • Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals

    • Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

    • Manage workflows and schedules for direct reports and ensure adequate workload coverage

    • Deliver regular reports that provide qualitative and quantitative descriptions of business performance

    • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis

    • Develop and maintain Support procedures and policies

    • Advocate for customers and define ways to continually add value to the customer experience

    • Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group

    • Foster and facilitate the professional growth and development of team members

    • Empower and install confidence in team members to enable them grow

    • Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays

    • Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues

    • Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

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    What Slack Technologies, LLC, a Salesforce company Has to Offer

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  • 25 Days Ago

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MEP Manager
  • Anova Technical Services
  • Indianapolis, IN FULL_TIME
  • Anova Technical Services is a growing professional service organization headquartered in Indianapolis, Indiana with project locations across the US. Our clients come from various markets such as pharm...
  • 11 Days Ago

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Technical Support Analyst
  • VYNE
  • Dunwoody, GA OTHER
  • Job Details Job Location: NEA - Dental - Dunwoody, GA Salary Range: Undisclosed DescriptionHYBRID TEMP ASSIGNMENT opportunities available for FULL-TIME & PART-TIME in Atlanta! Title of Position: Techn...
  • 8 Days Ago

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Technical Product Support Specialist
  • CommuniCare Health Services Corporate
  • Indianapolis, IN FULL_TIME
  • Technical Product Support Specialist WHO ARE WE? Never Alone. Where high-touch personal care and innovative technology intersect to create an integrated ecosystem of resources and support for a multit...
  • 11 Days Ago

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Technical Marketing Support Specialist
  • Endress + Hauser
  • Greenwood, IN FULL_TIME
  • This pivotal role is dedicated to delivering comprehensive technical and application support tailored to Level measurement needs within the North American region.Responsibilities encompass managing te...
  • 14 Days Ago

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Regional Technical Support Representative
  • CommuniCare Health Services Corporate
  • Indianapolis, IN FULL_TIME
  • Regional Technical Support Representative Never Alone Telehealth WHO ARE WE? Never Alone. Where high-touch personal care and innovative technology intersect to create an integrated ecosystem of resour...
  • Just Posted

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0 Technical Support Manager jobs found in Indianapolis, IN area

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Quality Engineer - Salesforce I
  • eTeam, Inc.
  • Indianapolis, IN
  • Description: About Us The Marketing Automation Technical Operations (MATO) team operates within and supports Client's gl...
  • 3/19/2024 12:00:00 AM

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Content Developer - Contractor (Remote)
  • Cengage Group
  • Indianapolis, IN
  • **We believe in the power and joy of learning** At Cengage Group, our employees have a direct impact in helping students...
  • 3/19/2024 12:00:00 AM

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Senior Project Manager - Data Center Hydraulic Modeler REMOTE
  • CBRE
  • Indianapolis, IN
  • Senior Project Manager - Data Center Hydraulic Modeler REMOTE Job ID 155132 Posted 15-Feb-2024 Service line GWS Segment ...
  • 3/19/2024 12:00:00 AM

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Remote Data Center Systems Analyst
  • Amentum
  • Indianapolis, IN
  • Amentum is seeking a fully **Remote Data Center Systems Analyst** who will provide thoughtful, forward leaning, and effi...
  • 3/19/2024 12:00:00 AM

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Embedded Software Engineer
  • LER TechForce
  • Indianapolis, IN
  • LER TechForce is looking for Embedded Software Engineer. Are you looking to work for a company that provides an innovati...
  • 3/18/2024 12:00:00 AM

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Software Developer - EXP
  • US Tech Solutions, Inc.
  • Indianapolis, IN
  • Job Description: Research, design, develop, and test operating systems-level software, compilers, and network distributi...
  • 3/18/2024 12:00:00 AM

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Information Technology (IT) Manager - Remote & Haiti
  • Amentum
  • Indianapolis, IN
  • Amentum, a large government contract company, is seeking a Information Technology (IT) Manager for a pending contract aw...
  • 3/18/2024 12:00:00 AM

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Memory Support Manager
  • Beaumont Rehabilitation and Healthcare Center
  • Anderson, IN
  • Beaumont Rehabilitation and Healthcare Center - Qualifications: 1. BSW / SSD Preferred 3. Certified Dementia Practitione...
  • 3/17/2024 12:00:00 AM

Indianapolis is in the East North Central region of the Midwestern United States, in central Indiana. According to the U.S. Census Bureau, the Indianapolis (balance) encompasses a total area of 368.2 square miles (954 km2), of which 361.5 square miles (936 km2) is land and 6.7 square miles (17 km2) is water. The consolidated city boundaries are coterminous with Marion County, with the exception of the autonomous municipalities of Beech Grove, Lawrence, Southport, and Speedway. Indianapolis is the 16th largest city by land area in the U.S. Indianapolis is within the Tipton Till Plain, a flat to...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Manager jobs
$123,771 to $164,933
Indianapolis, Indiana area prices
were up 1.3% from a year ago

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