What are the responsibilities and job description for the Technical Support Team Manager position at Connect Outbound?
Support Team Manager
Location: Birmingham, AL
Full-Time | On-Site
About Us
We are a leading IT services provider dedicated to delivering top-tier technology solutions to businesses. Our support team is the backbone of our operations, ensuring client success through exceptional IT service management.
About the Role
As the Support Team Manager, you will lead and oversee our service delivery team, ensuring smooth IT support operations and a stellar client experience. You will be responsible for team leadership, service delivery management, and issue escalation resolution while driving performance improvements.
Our goal? Happy clients and a high-performing team!
What You’ll Do
- Team Leadership: Lead, mentor, and coach a team of IT support technicians and dispatchers.
- Service Delivery: Oversee workload distribution, ticket prioritization, and resolution efficiency.
- Client Management: Serve as the primary point of contact for escalated support issues, ensuring top-tier customer satisfaction.
- Technical Escalation: Act as the technical backstop, bringing in additional resources or vendor support when necessary.
- Performance Monitoring: Track key performance indicators (KPIs) and identify areas for improvement.
- Process & Tools Management: Oversee and optimize our ticketing system (PSA) and RMM tools to enhance service delivery.
- Cross-Team Coordination: Work closely with sales, engineering, and other departments to ensure seamless IT support.
Who You Are
We’re looking for a strong leader with an IT background who thrives in a fast-paced, client-focused environment. You should have a passion for problem-solving, process improvement, and team development.
Must-Have Skills & Experience:
✅ 5-7 years in IT support or service delivery management, preferably in an MSP (Managed Service Provider) environment.
✅ Strong leadership experience, with a proven track record of mentoring and coaching technical teams.
✅ Expertise in IT infrastructure, including Windows Server, Microsoft 365, TCP/IP, Firewalls, and VoIP.
✅ Hands-on experience with MSP tools (PSA, RMM, and ticketing systems).
✅ Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
✅ Strong conflict resolution and client communication skills.
Bonus Skills:
➕ Experience with ITIL frameworks and best practices.
➕ Familiarity with cybersecurity principles and compliance standards.
Why Join Us?
- Growth Opportunities: Be part of a company that values professional development and career progression.
- Innovative Culture: Work in a dynamic, forward-thinking IT environment.
- Team Collaboration: Join a supportive and high-performing team.
If you’re a motivated IT leader looking to make an impact, we’d love to hear from you!
Apply Today!
Job Type: Full-time
Pay: $75,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
Experience:
- IT: 5 years (Required)
Ability to Commute:
- Birmingham, AL 35209 (Required)
Work Location: In person
Salary : $75,000 - $110,000