Manager of Support Services

At SWK Technologies, our commitment to enhancing operational efficiency is central to our mission. We strive to empower businesses through tailored software solutions that address their unique challenges and foster growth. To support our dynamic environment, we are seeking a Manager of Support Services to lead our efforts in delivering exceptional customer support and technical assistance.

In this pivotal role, you will oversee the Support Services team, ensuring that clients receive prompt and effective resolutions to their inquiries. Your leadership will be essential in developing strategies to enhance the support experience, improve team performance, and implement best practices in customer service. The ideal candidate will have a strong technical background combined with exceptional communication skills, enabling them to bridge the gap between clients and our technical resources. If you are a passionate leader committed to excellence and client satisfaction, we welcome you to join our team.

Requirements

• Proven experience in a customer support management role, preferably within a technology or software organization.
• Strong leadership skills with the ability to motivate and manage a team effectively
• Experience with support ticketing systems and customer relationship management (CRM) tools.
• Ability to learn new processes quickly and identify areas of improvement.
• Develop scalable delivery solutions that are adaptable, and easily applied to different types of clients without compromising quality
• Comfortable leading through change and evolving organizational structures
• Working knowledge of our technology stack and ability to jump in and perform tasks when necessary.
• Highest level of technical escalation

Qualifications

• Bachelor's degree in Information technology, Computer Science, Computer Engineering or a related field a plus
• 5-10 years of Senior level Managed Services Management required
• 10+ years of Technical experience preferably with an MSP
• Working knowledge of the following: Microsoft 365, Windows Azure, ITIL Framework, CRM (ConnectWise/Acumatica), VMWare, Cisco, SonicWall and more.

Benefits

• Medical, Dental and Vision insurance
• 401k Retirement Plan
• Paid Time Off
• Salary Range $100,000 - $ 130,000 Annually