Tech Support Manager

This hands-on Tech Support Manager role leads Tier 1 operations and Tier 1/2 support for registered investment advisor and broker-dealer clients. The position also oversees the implementation and administration of the firm’s work management platform with integrations to RingCentral VOIP, QuickBooks, and Sage Intacct, and is responsible for operational reporting.

Responsibilities

• Manage daily Tier 1 workflows, including queue governance, ticket prioritization, SLA adherence, and escalation processes.
• Directly handle Tier 1 and Tier 2 support across the client base, serving as the senior technical resource for complex or sensitive tickets.
• Create and maintain runbooks, knowledge base articles, and standard operating procedures; mentor Tier 1 staff on technical skills, client communications, and ticket discipline.
• Lead the deployment of the firm’s work management platform.
• Execute RingCentral VOIP integrations, enabling call logging, click-to-dial, screen pops, and capture of call dispositions.
• Implement integrations with accounting platforms to support time-to-billing, invoicing, and revenue recognition workflows.
• Design time tracking workflows that record billable and non-billable activity at the technician, client, and project levels.
• Establish ticket taxonomy, routing rules, automations, and data governance standards.
• Develop and maintain firm-wide reporting on technician productivity, ticket volume, SLA performance, utilization, and backlog.
• Create client-level reporting suitable for embedding in Quarterly Business Reviews, CyberSnapshot reviews, and other recurring deliverables.
• Provide ad hoc analyses for senior leadership and the Manager of Support Services.
• Collaborate with the Manager of Support Services on operational planning, capacity modeling, and continuous improvement initiatives.
• Coordinate with Finance to ensure time and billing accuracy.
• Coordinate with Sales and Marketing on client facing reporting and reference content.

Requirements

• 5+ years of technical support experience.
• Hands-on Tier 1 and Tier 2 proficiency across Windows endpoints, Microsoft 365, identity and MFA, networking fundamentals, and common business applications.
• Direct experience implementing or administering a work management, PSA, or ITSM platform such as ConnectWise, Autotask, HaloPSA, Freshservice, ServiceNow, or Zendesk.
• Strong reporting capabilities using native tools and Excel; SQL or Power BI experience is a plus.
• Excellent written and verbal communication, comfortable working directly with client stakeholders including CCOs and operations leaders.

Technologies

• RingCentral VOIP
• QuickBooks
• Sage Intacct
• ConnectWise
• Autotask
• HaloPSA
• Freshservice
• ServiceNow
• Zendesk
• Microsoft 365
• Windows endpoints
• Excel
• SQL
• Power BI

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Compensation & Work Arrangement

• Salary Range: $48,000 – $60,000 annually, commensurate with experience.
• Work Location: Kingsland, TX, onsite.
• Employment Type: Full-time, exempt.