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    Technical IT Support Manager - Ottawa, ON, Canada - N-able Technologies Ltd.

    N-able Technologies Ltd.
    N-able Technologies Ltd. Ottawa, ON, Canada

    1 week ago

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    Description

    N-able is seeking a Technical Support Manager to join us on this exciting journey as we grow We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.

    N-able creates and sells powerful and affordable software to enable the digital evolution of various businesses. The successful candidate is a proven leader and will have experience managing a Technical Support team.

    Managers are responsible for ensuring high quality, timely resolution of partner issues that align with Service and Experience level objectives.

    Our partners should leave their interaction with our Support teams in a better position than when they first engaged with us.

    The Technical Support Manager will be able to understand and lead their direct reports through responding to technical issues, working across departments to drive issue resolution, and escalating issues when necessary.

    Manage the daily operations of the Contact Center including recruiting, training, mentoring, motivating, and managing a team of Support Engineers.

    Monitor caseload and ensure adherence to Service and Experience Level Objectives.
    Mentor direct reports, provide growth opportunities, and conduct performance reviews.
    Monitor KPIs to measure team performance and drive process improvement.
    Assign and manage projects based on new product releases, call-related issues, and/or training needs within the organization. Track projects and create documentation based on project successes.
    Collaborate with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
    Review Satisfaction Survey data and leverage feedback to coach direct reports and drive continuous improvement.

    5-7 years of technical experience with 2+ years at the management level
    ~ Both hands-on software support experience combined with strong management and communication skills.
    ~ Able to manage multiple projects simultaneously.
    ~ Demonstrate the ability to manage changing and multiple priorities.
    ~ Able to communicate verbally to technical and non-technical audiences and at all levels of the organization as well as across the client base.
    ~ Work with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
    ~ Lead partner facing conversations to drive solutions cross functionally and help build partner loyalty.

    Medical, dental and vision – foremployee,partner, and children
    ~ Pension Plan with company-contribution
    ~ Discounted gym access at several local facilities
    ~


    NYSE:
    NABL), we are a global software company that turns IT possibilities into capabilities.

    That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs.

    We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N- ablites —a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.

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