Technical Support Manager (Hybrid)

Class Valuation, a leading tech-enabled and industry leading appraisal management company (AMC) since 2009, is seeking a Technical Support Manager​!

Do you want to be a part of the future of appraising and help to support our growing Information Technology team? If so – Let’s get to work!

Join a team dedicated to modernizing the industry by bringing together the best people, processes, and technology to strengthen appraiser independence. Help us build the future of our profession!

PURPOSE OF JOB:

The Technical Support Manager is responsible for overseeing the entire technical support function, ensuring efficient service delivery to clients by managing the technical support team, monitoring performance against service level agreements (SLAs), identifying and resolving technical issues, and continuously improving support processes, all while maintaining a high level of customer satisfaction; key responsibilities include: managing the technical support team, incident and problem management, SLA monitoring, customer relationship management, performance reporting, training and development, process improvement, and escalation management; this role requires strong technical expertise, leadership skills, and a customer-centric approach.

RESPONSIBILITIES:

*Essential Tasks:

Team Management:

• Lead/Deliver frontline technical support for employees, staff appraisers, new acquisitions & 3rd party entities for Class applications and services
• Foster positive end-user relationships and drive customer satisfaction
• Promote continuous improvement of Tier 1 support, desktop administration, and application support for all stakeholders
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s)
• Successful delivery of services and projects pertaining to onboarding/deboarding employees, call center technologies, inventory/asset management of systems, innovation logistics supporting the business both on time and within budget through proactive team management and leadership
• Escalation and resolution of software issues to the information systems/development team
• Escalation and resolution of third-party software/systems issues by the support team
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance
• Support for Microsoft 365 Administration
• Other duties as assigned
• Regular attendance is a requirement
• ​Technical Support Management
• Asset Inventory Management
• Procurement and Deployment
• Maintenance and Support
• License Management
• Lifecycle Management
• Unified Communication Systems Management
• Migration and Standardization
• Service Delivery Coordination
• Incident and Problem Management
• Client Relationship Management
• Team Leadership and Development
• KPI Monitoring
• Trend Analysis
• Project Management
• Project Execution
• Technical Escalations
• Resolution Coordination
• Cost Control
• Training and Development
• Process Improvement
• Best Practices Implementation
• Automation and Tools

JOB QUALIFICATIONS:

Education:

• Bachelors or Associate or Information Systems or related discipline, or equivalent relevant experience in addition to the minimum experience requirement.

Experience:

• Minimum of 5 years of professional or technical experience in IT with a strong background in all aspects of customer service.
• Minimum of 2 years of professional experience in leading and managing effectively IT technical support teams.
• Hands-on experience with a wide variety of computer software applications/tools, hardware, and peripherals, including Microsoft365.
• Hands-on experience in managing and maintaining unified communications systems.
• Experience with computer security systems, password, and file protection.
• Basic networking knowledge to support desktop issues.

Related Knowledge, Skills, & Abilities:

• Solid technical background with an ability to give instructions to a non-technical audience
• Excellent communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
• Must have a sense of urgency to resolve high priority items quickly and effectively
• Plan, organize, and coordinate work to meet company project objectives
• Familiarity with telephony infrastructure e.g. software licensing, handsets, phone lines
• Vendor management
• Asset Inventory management
• Ability to build and cultivate strong relationships and work effectively with diverse groups including business and technology stakeholders and peer groups
• Strong professional commitment to the success of the client along with a comprehensive understanding of how to enable that success through information, technology and business management
• Experience developing or expanding service offerings that result in value-driven results
• Demonstrated excellent oral and written communication skills, with the ability to share information effectively and confidently to internal and external audiences of varying levels of technical knowledge
• Strong problem solving and troubleshooting skills
• Works effectively and collaboratively with minimum direction
• Ability to manage multiple competing priorities and work under pressure in high stress and/or ambiguous situations

Our Core Values:

Roll Up Your Sleeves

• No Job Is Beneath Anyone

• Do What Is Necessary

• Winners Work

Passion To Win

• Never Settle

• Every Detail Matters

• Embrace The Suck

Care And Respect For Family

• Support, Serve And Trust

• Golden Rule

• Work Family/Home Family Balance

This role will remain open for a minimum of 2 days or until filled.

*Full job description is available on our careers page.