Technical Support Operations Manager Job at Robert Half (Alpharetta)

Support Operations Technical Program Manager

We are seeking a highly skilled, dynamic, and motivated Technical Program Manage...

Location

United States , RTP

Salary:

Not provided

VAST Data

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field
Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment
Experience with support tools and technologies is highly desirable
Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous
Proven track record of successfully managing complex technical programs and projects
Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts
Proven track record in program management, execution, change management, and cross-functional stakeholder management
Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives
Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact
Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns

Job Responsibility

Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress
Manage prioritized projects outlined in the Customer Success roadmap
Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements
Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own
Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers
Identify opportunities for process improvements within customer support and own follow-up where needed
Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us
Keep CS runbooks and SOPs up-to-date
Communicate between customer support and engineering teams

Fulltime

Technical Program Manager (Labor Prioritization), Global Operations Support Engineering

AWS Infrastructure Services owns the design, planning, delivery, and operation o...

Location

United States , Herndon

Salary:

127100.00 - 172000.00 USD / Year

myGwork - LGBTQ+ Business Community

Expiration Date

Until further notice

Requirements

3+ years of technical product or program management experience
Experience managing programs across cross functional teams, building processes and coordinating release schedules

Job Responsibility

Analyze existing labor data, models, intake, and prioritization processes to identify inefficiencies, bottlenecks, and improvement opportunities
Develop and maintain strategic roadmaps and process documentation (as-is and to-be states)
Take full ownership of projects and deliverables with minimal supervision
Communicate insights and progress clearly with different levels of stakeholders and leadership in various formats both written and verbal
Act as leader within the program space as you facilitate the alignment and deliverables between external tech teams, Finance, and Operations leadership
Maintain dynamic labor forecasting models that account for headcount constraints while identifying opportunities for efficiency gains
Develop scenarios for resource reallocation between sites and third-party vendor utilization
Design and implement streamlined work intake processes
Create approval workflows that scale appropriately with work scope and impact
Establish metrics and tracking systems for productivity improvements

What we offer

health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
paid time off
parental leave

Fulltime

New

Technical Support Tech - Technical Support Tech I

Location

United States , New Carlisle

Salary:

18.00 - 23.50 USD / Hour

Apex Systems

Expiration Date

Until further notice

Requirements

Experience as a problem-solver who can innovate and make independent decisions
Comprehensive knowledge of all supported power-up equipment and basic to intermediate system administration and scripting skills

Job Responsibility

Troubleshoot and resolve complex hardware infrastructure issues independently
Perform remote administration tasks and automate processes using basic to intermediate system administration and scripting skills
Create and maintain thorough documentation on power-up technologies
Mentor and transfer knowledge to junior staff, acting as their initial escalation point for technical issues
Work autonomously to resolve most support issues and execute small projects
Partner with management to plan and deliver larger local initiatives
Maintain meticulous attention to detail across all aspects of power-up operations

What we offer

medical
dental
vision
life
disability
other insurance plans
ESPP (employee stock purchase program)
401K program
HSA (Health Savings Account)
SupportLinc Employee Assistance Program (EAP)

New

Manager, Operations Support, Engineering

Provide dedicated engineering support to the on-site leadership team for Challen...

Location

Canada , Dorval

Salary:

Not provided

Bombardier

Expiration Date

Until further notice

Requirements

You have over 15 years of Engineering experience within in aerospace industry, 5 years of which include leading multidisciplinary engineering team in the Aerospace industry
You hold a bachelor’s degree in engineering or a related discipline
You have strong management and leadership skills with a focus on talent development and building high-performing teams
You have thorough knowledge of Bombardier processes and inter-dependencies, and extensive knowledge of aircraft certification requirements
You have excellent communication, presentation, and interpersonal skills with the ability to influence and negotiate technical problem resolution with suppliers
Ability to work in fast paced, demanding environment
You have a strategic mindset, able to develop creative ideas/solutions by engaging the business internally and externally
You are able to fluently communicate in English and French (verbal & written)
Some activities will require work outside of normal business hours and may also require some related travel

Job Responsibility

Provide dedicated engineering support to the on-site leadership team for Challenger CL650 and CL3500 production lines
Lead technical activities related to Liaison/MRB support and supplier quality investigations
Support peers in technical matters, project engineering management, and site governance, including evening and weekend coverage
Lead engineering teams and section chiefs in a matrix organization to support production line requirements
Manage a team of technical engineers to address production escalations across all shifts
Establish and manage team budgets, forecasting, and reporting activities
Ensure adherence to Bombardier Engineering System (BES) and Bombardier Manual (BM) for all sustaining product support processes
Collaborate with Methods, Logistics, and Quality leadership teams to support Dorval operations
Champion continuous improvement initiatives and promote adherence to BOE systems and manufacturing processes
Provide leadership and guidance to cross-functional teams, including Engineering, Procurement, Planning, and Manufacturing

What we offer

Insurance plans (Dental, medical, life insurance, disability, and more)
Competitive base salary
Retirement savings plan
Employee Assistance Program
Tele Health Program

Fulltime

Manager, Technical Support (SASE)

You will work firsthand with our valued customers to address their complex post-...

Location

Japan , Chiyoda, Tokyo

Salary:

Not provided

Palo Alto Networks

Expiration Date

Until further notice

Requirements

BE/B.Tech in Computer Science or equivalent or equivalent military experience (MBA a plus)
10+ years experience in enterprise support and service delivery
Experience leading TAC Teams as part of a Global Support Organisation operating 24x7
Prior management experience leading a team of technical support engineers with abilities ranging from new in career to advanced
Experience developing, launching, expanding, and maintaining global technical education programs, including traditional methods of learning as well as progressive techniques and certifications
Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols
Technical Acumen - Proven experience leading technical teams and ability to partner with Engineering
Escalation Management - Skilled in managing complex escalations
Communication - Excellent skills in collaborating with both technical and non-technical stakeholders

Job Responsibility

Customer Satisfaction - Customer support is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, positive reference and repeat business - You will be measured by your ability to achieve customer satisfaction goals
Operational Management - Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable Technical Assistance Center dashboards and measurements
Performance Management - Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure successful and sustained performance through release cycles
Training and Mentoring - Directly provide and otherwise ensure appropriate technical and soft skills training as well as mentoring
Establish Goals & Objectives - Set team goals in-line with overall organizational goals

Technical Operations Manager

This is a unique opportunity for an experienced operational leader with strong t...

Location

United Kingdom , Midlands

Salary:

Not provided

Kaizen Global

Expiration Date

Until further notice

Requirements

Strong experience within Flexographic Print, specifically on film and/or paper substrates
Previous operational management or production leadership experience within packaging or print manufacturing
Proven ability to lead, coach, and develop teams within a manufacturing environment
Strong technical understanding of print processes and project implementation
Excellent organisational, communication, and delegation skills
Experience managing cross-functional teams indirectly through department leaders
A proactive and solutions-focused mindset with a passion for operational excellence

Job Responsibility

Provide leadership, coaching, and development across Production, Engineering, Print, Conversion, and Warehouse functions
Lead and coordinate technical print projects from concept through to implementation
Support operational performance through strong delegation, mentoring, and team development
Drive continuous improvement initiatives across manufacturing processes
Work closely with internal stakeholders to assess project feasibility and technical capability
Ensure operational standards, quality, and efficiency targets are achieved
Develop strong communication and accountability across departmental teams
Promote a positive, collaborative, and performance-driven culture across the site

Manager, Technical Support

We are looking to add a dynamic Manager of Technical Support Engineering to lead...

Location

India , Pune

Salary:

Not provided

Rapid7

Expiration Date

Until further notice

Requirements

3-5 years of management experience in a technical customer support environment, including with demonstrable leadership progression in role
Experience with software support within SaaS environments, with security experience preferred
Demonstrated experience delivering Western service models with local talent
Demonstrated success leading small to medium-sized teams to achieve and exceed operational goals
Experience communicating highly technical concepts to a non-technical audience
Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success
Ability to build and maintain meaningful customer relationships in the pursuit of driving impeccable customer satisfaction
Experience in managing cases and workload in Salesforce Service Cloud

Job Responsibility

Work in the PST shift to lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
Measure and manage the team to Rapid7’s customer and business goals, and work with the Global Support Leadership team to refine metrics and goals
Develop Global Support team members via active coaching, performance management, and building career development plans
Work with members of Rapid7’s Engineering & Products teams to identify opportunities to improve product supportability and the customer experience
Partner with Customer Success Management, Sales Management, and other teams to drive successful and fast resolution to escalations via our OneEscalation process, along with resolving proactive escalations identified via AI
Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs
Understanding the importance of team culture and helping to build a team with a “can-do” attitude

Fulltime

Manager, Technical Support

Join the team as our next Manager, Technical Support! This position is needed to...

Location

Colombia

Salary:

Not provided

Stytch

Expiration Date

Until further notice

Requirements

Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience
Experience being inclusive, while working with team members in different geographic locations and time zones
Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge
Demonstrated ability to identify process and team improvements, innovation and 'Drawing the Owl' to creatively solve problems and allow your team to operate at scale
Have proven documentation ability to 'write it down' to create and curate internal and external documentation
Have Strong English written and verbal communication skills

Job Responsibility

Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management
Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction
Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience
Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance
Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback
Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics
Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA)
Collaborate with cross-functional teams to implement betterment plans for recurring issues
Respond swiftly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies
Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk

What we offer

competitive pay
generous time off
ample parental and wellness leave
healthcare
a retirement savings program

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Technical Support Operations Manager

Job Description

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