What are the responsibilities and job description for the Technical Support Manager position at Kforce Inc?
Responsibilities
Kforce has a client in Los Angeles, CA that is seeking a Technical Support Manager. Team Leadership & Development:
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client in Los Angeles, CA that is seeking a Technical Support Manager. Team Leadership & Development:
- Manage, mentor, and develop support engineers and technicians based throughout North America
- Conduct regular 1:1s
- Ensure effective communication and collaboration across teams in both locations
- Foster a positive and collaborative team culture that aligns with company values and goals
- Oversee day-to-day support operations to meet SLAs and maintain high customer satisfaction
- Monitor and analyze key metrics to identify trends and areas for improvement
- Establish processes for prioritizing and resolving customer issues promptly and efficiently
- Build and maintain strong relationships with key Studio Customers to understand their needs and ensure satisfaction, especially during critical incidents and escalations
- Attend client meetings to provide technical support to the Client Services team as required
- Act as the point of escalation for high-priority incidents and coordinate resolution efforts across teams
- Work closely with specialized teams to address issues, as required
- Engage with internal stakeholders to investigate root causes and implement preventative measures
- Provide feedback to product teams based on customer insights and support experiences
- Participate in planning and execution of system upgrades, migrations, and other projects impacting support
- Maintain up-to-date documentation for processes, workflows, and issue resolutions
- Generate recurring reports on team performance, customer feedback, and operational improvements
- Network and Systems related certification preferred
- Proven experience managing technical support teams, preferably across multiple geographical locations
- Comfortable in a customer facing environment dealing with a variety of customer types and seniorities
- Strong technical background with expertise in Networks and Systems
- Knowledge of Network monitoring tools and troubleshooting processes
- Excellent leadership and interpersonal skills, with the ability to motivate and guide teams
- Strong problem-solving and critical-thinking abilities
- Experience with ticketing systems
- Exceptional communication skills, both written and verbal
- Experience supporting production environments or media/entertainment clients
- Experience managing technical teams across multiple geographical locations
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Salary : $90,000 - $97,000
