At SWK Technologies, our commitment to enhancing operational efficiency is central to our mission. We strive to empower businesses through tailored software solutions that address their unique challenges and foster growth. To support our dynamic environment, we are seeking a Manager of Support Services to lead our efforts in delivering exceptional customer support and technical assistance.

In this pivotal role, you will oversee the Support Services team, ensuring that clients receive prompt and effective resolutions to their inquiries. Your leadership will be essential in developing strategies to enhance the support experience, improve team performance, and implement best practices in customer service. The ideal candidate will have a strong technical background combined with exceptional communication skills, enabling them to bridge the gap between clients and our technical resources. If you are a passionate leader committed to excellence and client satisfaction, we welcome you to join our team.

Proven experience in a customer support management role, preferably within a technology or software organization.
Strong leadership skills with the ability to motivate and manage a team effectively.
Excellent problem-solving and analytical abilities.
Exceptional verbal and written communication skills.
Technical knowledge relevant to our service offerings.
Experience with support ticketing systems and customer relationship management (CRM) tools.
Ability to learn new processes quickly and identify areas of improvement.
A client-centric approach, with a focus on service excellence.
Clear, articulate, and concise communications, written and verbal.

Additional or Preferred Qualifications

2+ years of experience directly managing a team within a call center or dispatch center.
2+ years of experience in any technical or engineering IT role, especially at an MSP.
Experience managing a remote team.
Experience with GoTo contact center, ConnectWise Manage, ServiceNow, or Jira.
Proficiency with Microsoft Vizio.

Medical, Dental and Vision insurance
401k Retirement Plan
Paid Time Off
Salary Range $100,000 - $ 130,000 Annually

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Manager of Support Services