DeepHealth

Technical Support Manager

DeepHealth

full-time

Posted on:

Location Type: Remote

Location: Remote • Massachusetts • 🇺🇸 United States

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Salary

💰 $110,000 - $120,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudITSM

About the role

  • Manage day-to-day operations of the Level 2 engineering team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
  • Oversee incident documentation, categorization, prioritization, and troubleshooting activities.
  • Ensure proper escalation procedures are followed for incidents requiring Level 3 support.
  • Monitor ticket queues and workload distribution to optimize response times and resolution rates.
  • Maintain high standards of customer satisfaction through quality service delivery.
  • Supervise, coach, and mentor Level 2 engineers.
  • Conduct regular performance evaluations, providing constructive feedback and development plans.
  • Lead recruitment efforts and onboarding of new team members.
  • Foster a culture of accountability, continuous learning, and service excellence.
  • Provide ongoing training to ensure team proficiency in troubleshooting methodologies and technical skills.
  • Manage staff scheduling to ensure adequate coverage, including after-hours and on-call support.
  • Implement and maintain standardized processes for incident management, service request fulfillment, and knowledge management.
  • Develop and enforce standard operating procedures.
  • Monitor quality of customer interactions through ticket reviews.
  • Identify opportunities for process improvements and automation to enhance efficiency.
  • Ensure accurate documentation of incidents, resolutions, and known errors in the knowledge base.
  • Analyze support metrics and dashboards to identify performance gaps and improvement opportunities.
  • Drive root cause analysis for recurring incidents and implement preventive measures.
  • Collaborate with other Services and Delivery teams to improve overall service supportability.
  • Ensure compliance with organizational policies, security standards, and regulatory requirements.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent professional experience (minimum 3-5 years in IT support)
  • 3+ years of progressive experience in technical support or helpdesk operations
  • 2+ years of experience supervising or managing technical support teams in a help desk or service desk environment
  • Experience working in high-volume, metrics-driven support environments
  • Strong understanding of service management best practices, particularly incident management, service request management, and knowledge management
  • Proficiency with helpdesk/ticketing systems and IT service management (ITSM) platforms
  • Familiarity with remote support tools and technologies
  • Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
  • Experience working across different time zones and cultural contexts
  • Demonstrated ability to build and sustain high-performance teams
  • Strong coaching and mentoring skills with a track record of developing talent
  • Ability to hold team members accountable while maintaining morale and engagement
  • Proven crisis management and escalation handling capabilities
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving abilities with data-driven decision making
  • Ability to manage multiple priorities in a fast-paced environment
  • Customer-focused mindset with commitment to service excellence
  • Flexibility to work extended hours and participate in on-call rotation as needed
  • Experience with Jira Service Management or similar ITSM platforms (preferred)
  • Knowledge of SaaS and cloud-based support models (preferred)
  • Background in workforce management and capacity planning across multiple geographic locations (preferred)
  • Familiarity with global support delivery models and cross-cultural team management (preferred)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
incident managementservice request managementknowledge managementtechnical supporthelpdesk operationsdata-driven decision makingcrisis managementcoachingmentoringperformance evaluation
Soft skills
customer-focused mindsetstrong analytical abilitiesproblem-solving abilitiesability to manage multiple prioritiesflexibilityteam accountabilityengagementcommunication skillsleadershipcontinuous learning