Job Details

Are you a highly organized and motivated leader who can take a well bonded team to the next level? Do you love to empower a small team and embrace problem solving and process improvement? Do you want an employer who encourages and supports growth mindset and continued education? Do you have great ideas about technical support management that your boss needs to hear and incorporate? Do you want to be part of a fast-growing company with plenty of potential for upward growth? If you answered yes to any of these questions, you are on the right track, please read on!

What will the Technical Support Manager do?

We are searching for a Technical Support Manager to help deliver on company core values of Customer First Service, Innovation, Collaboration, and Impactful Communication through managing the Technical Support Level 1 employees and technical support workstreams. They will utilize company processes and tools such as the Employee Performance Plan program to track employee performance, Wrenly & Allevity portals to track employee accountability and recognition, lead stand-up meetings and technical support training continuous improvement. They will also be trained as a subject matter expert for various technical support and utility workstreams and drive continuous improvement in these areas. This position is primarily in-office but may qualify for hybrid working solution with manager signoff.

Core Responsibilities

50% - Manage Technical Support Level 1 Employees

• Create, monitor, and hold teammates accountable for Employee Performance Plan’s and hold regular employee performance alignment and evaluations along with coaching and improvement opportunities
• Maintain manager Allevity HR responsibilities for direct reports and alignment to the employee handbook
• Track and mentor teammates on performance levels and recognition for direct reports through recognition, action plans, and growth mindset alignment
• Provide a clear, first line of communication for role clarity, expectations, and escalations
• Assist the Utility Division Manager with new hires in the technical support team through interview and onboarding processes
• Drive Technical Support Level 1 Training for new employees through regular alignment, competencies, and feedback

25% - Manage and Deliver Technical Support Workstreams Continuous Improvement

Assist teammates with continuous support and feedback loops to progress multiple workstreams:

• Web app utility development workstreams
• Significant utility pilot projects
• Client Public Safety Power Shutoff (PSPS) support success
• Assembly and Returned Material Authorization (RMA) workstreams

Drive continuous improvement to technical support workstreams:

• Weekly task tracker, stand-up meetings
• Technical/customer support phone call processes
• Network health checks
• Power Automate Flows and Microsoft Forms
• Utility Master Excel documents and file structure
• Utility assembly and Returned Material Authorization (RMA) processes
• Troubleshooting one-pagers

25% - Manage and Deliver Advanced Technical Support Responsibilities as a Subject Matter Expert

Train and become subject matter expert (SME):

• Technical Support Level 1 roles and responsibilities (R&R’s)
• Backup escalated technical support calls
• Utility Master Excel documents & folder structure
• Microsoft Power Automate & Microsoft Forms
• Verizon Wireless Network Performance Tool

Assist and share responsibilities with the Utility Division Coordinator:

• Delegation or delivery of utility division tasks
• Client Public Safety Power Shutoff (PSPS) support tasks
• Health check Quality Control Review (QC)
• Incident/repair submission & approvals
• Weekly Client Trouble Ticket alignment and communication
• After hours scheduling and follow-up
• Quarterly metric deliverables
• Prepare content and lead the weekly Technical Support Stand up Meeting
• Assist the Utility Division Manager and Project Coordinator with the utility station assembly prep process
• Train with Utility Division Manager to drive the troubleshooting one-pager process forward to the refinement of files and creation of a technical support knowledgebase.

How do we support your career?

• Performance feedback with direct manager monthly, with detailed quarterly feedback
• Quarterly company-wide and anonymous feedback session to help guide beneficial changes
• Open and receptive lines of communications to management and executives
• Continuing education opportunities including discretionary educational reimbursement

What’s in it for you?

• Expected Starting Hourly Rate Range $65k -$90k*
• 401k retirement 4% matching contributions
• Health, Dental, and Vision Insurance (90% of employee premium paid by employer, 50% premium paid by employer for eligible dependents)
• Discretionary 401k profit sharing
• Performance-based cash bonuses
• Fun work sponsored outings to bond with colleagues
• A company that cares about the wellbeing of its employees

Minimum Requirements

• 1+ years of managing direct reports and evaluating employee performance
• 3+ years of experience in technical or customer service
• Demonstration of consistent improvement in soft skills and feedback
• Fluency in Microsoft 365 applications, including the use of CoPilot
• Ability to work independently and to solve difficult but not complex issues
• Interpersonal and advanced communication skills
• Possess and maintain a valid and unrestricted driver’s license
• Legally authorized to work in the US without company sponsorship now or in the future
• English language fluency
• Ability to lift, move, and carry items over short distances up to 50 lbs.
• Walking up and down stairs, sitting or standing for extended periods of time, and able to withstand extended walking, sometimes on uneven terrain, walkways, and hills while in the field

Preferred Skills

• 1+ years of maintaining a detailed technical workstream
• Track record of high-quality customer service
• Experience balancing multiple priorities
• Experience with Continuous Improvement concepts

*The salary range for this position is commensurate with experience and qualifications. Actual compensation may vary based on factors such as education, skills, and location. We are committed to fair pay practices and transparency.

**Relocation Package is dependent on applicant current location of residence and other discretionary considerations.

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties as requested.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee must possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.