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Technical Support Manager

N able

This is a Contract position in Burnaby, ia posted August 21, 2021.

N-able is seeking a Technical Support Manager to come join us on our exciting journey of growth Our vision is to enable the digital evolution of small and medium size businesses.

We believe that by putting our People, Partners and Products first that we will be able to continue the growth of our business.

Our continued success in the market has created the need for a Manager of Technical Support who can enhance our organization and contribute to the evolution of our suite of world-class enterprise management software.

The successful candidate is a proven leader and will have experience managing a team of Technical Support Analysts.

The Manager is responsible for ensuring timely resolution of client issues as well as high client satisfaction and will act as the primary escalation point for clients.

They will be able to understand and lead Support Analysts 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 hiring, training, mentoring, motivating, and managing a staff of Support Analysts Understanding of Cyber Security landscape and emerging threats Mentor direct reports, provide growth opportunities and conduct performance reviews Monitor case load and ensure adherence to the SLA Monitor KPIs to measure team performance and drive process improvement Compile efficiency metrics and present recommendations to management to drive change Handle client issue escalation and resolution through all levels of an organization Assign and manage projects based on new product releases, call related issues and/or training needs within the organization.

Track projects and initiates documentation based on project successes Work with Technical Support, Business, Development, and Quality Assurance teams to escalate and resolve defects Review Satisfaction Survey data and leverage feedback to coach direct reports and drive satisfaction & efficiency 5-7 years of technical experience with 2 years at the management level Hands-on software support experience combined with strong management and communication skills.

Strong interpersonal skills; able to communicate at all levels of an organization About N-able N-able is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs).

Our award-winning product suite includes the industry’s 1 RMM Service Automation Platform and has a proven track record of helping MSPs standardize and automate the setup and delivery of IT services to achieve true scalability.

We are passionate that the MSPs who use our products everyday should be excited about them.

That’s why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.