Team Management

Team Management Support Jobs

4 jobs found

22d ago

Deputy Technical Support Team Chief

Booz Allen Hamilton Leavenworth, KS

Leavenworth, KS

22d ago

$113k - $257k/yr Full time Command And Control Information Technology (IT) IT Operations

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Job Description

Deputy Technical Support Team Chief onsite in Leavenworth, KS, guiding planning, integration, operation, and sustainment of simulation, mission command, network, database, and cybersecurity capabilities across exercise cycles.

Responsibilities

Support the Technology Team Lead in day-to-day operations while driving technical planning, integration, operation, and sustainment of simulation, mission command, network, database, and cybersecurity capabilities throughout exercise cycles.
Oversee WARSIM databases, Simulation Control Plans, Rules and Workarounds Books, tiered distributed site support, RMF implementation, and 24/7 technical and cyber operations to enable high fidelity training.
Influence the Army solutions and deliverables developed by the team, shaping outcomes for applicable programs.
Direct supply chain management processes and provide reconciliation oversight to ensure accuracy and timeliness.
Create and maintain the Technical Support Team’s standard operating procedures for reliable operations.
Manage timelines, allocate resources, and prioritize tasks to align with exercise design and execution requirements.

Requirements

Minimum 5 years of experience supporting collective training and exercises.
Knowledge of supply chain management processes.
Knowledge of Risk Management Framework security policy procedures (RMF).
Knowledge of Army and Joint regulations and publications.
Ability to maintain and develop the Technical Support Team’s operational standard operating procedures.
Ability to manage timelines, allocate team resources, and prioritize work to meet exercise design and execution requirements.
Secret clearance.
Bachelor’s degree.

Technologies

WARSIM
Risk Management Framework (RMF)

Benefits

Health benefits
Life insurance
Disability benefits
Financial benefits
Retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Recognition awards program

Clearance

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.

Compensation

Salary range: USD 112,800.00 to USD 257,000.00 per year.

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1mo ago

Technical Support Manager - HVAC Construction

Warmboard Inc. Scotts Valley, CA

Scotts Valley, CA

1mo ago Closed

$110k - $140k/yr Full time Building Automation Contact Center Customer Support

This position is no longer accepting applications (closed Jul 15, 2026).

Job Description

Warmboard Inc. is seeking a Technical Support Manager to lead its Technical Support team with a focus on HVAC and radiant floor heating. This onsite leadership role drives day-to-day operations, cross-functional collaboration, and continuous improvement to elevate customer support performance.

Responsibilities

Lead ongoing training and development of Technical Support team members
Coach the team to deliver high-quality technical support
Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
Guide day-to-day execution, ensuring issues are handled efficiently based on complexity
Oversee daily support across phone and email channels, with a strong emphasis on a phone-first support model
Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
Act as a hands-on leader, stepping in during peak times and complex situations
Drive effective troubleshooting across hardware, software, and system-related issues
Own and optimize case management workflows to improve resolution speed and consistency
Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
Build and manage Help Center and knowledge base content to improve self-service and internal support
Identify trends and provide feedback to drive product and process improvements
Analyze support metrics to identify gaps and improve performance
Forecast staffing needs and ensure proper coverage
Continuously refine processes, tools, and documentation to improve efficiency and scale
Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience

Requirements

5+ years of experience in technical support or support engineering
3+ years leading teams in a hardware + software environment
Strong hands-on troubleshooting across devices, systems, and integrations
Experience in a phone-first support environment with real-time coaching
Proven ability to build and scale support processes, workflows, and infrastructure
Strong understanding of case management, escalations, and SLA-driven support
Experience building and maintaining Help Center / knowledge base content
Ability to partner with Engineering, Product, and Business Systems
Analytical mindset with a focus on improving performance through data
Residential construction: 2 years (Required)
Scotts Valley, CA 95066 (Required) - commute to on-site location

Benefits

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance

Job Type

Full-time

Compensation

USD 110,000 - 140,000 per year

Location

Scotts Valley, CA 95066 (onsite; in-person)

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1mo ago

Help Desk Team Lead

Agency VA Pleasant Grove, UT

Pleasant Grove, UT

1mo ago Closed

$55k - $58k/yr Full time Active Directory End User Support Google Workspace

This position is no longer accepting applications (closed Jul 15, 2026).

Job Description

Agency VA offers a hybrid work arrangement in Pleasant Grove, UT, with a salary of USD 55,000 - 58,000 per yearly. This leadership role owns the Help Desk operations, delivering reliable technical support across the organization while guiding continuous improvement to scale with company growth. The role requires a minimum of 3 years of experience and an Associate's Degree or Bachelor's Degree.

Benefits include:

401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Responsibilities

Own the Help Desk operations for AgencyVA, setting direction and ensuring reliable support delivery.
Coach, mentor, and develop Help Desk staff to raise performance and service quality.
Define, monitor, and report on KPIs and service metrics to drive improvement.
Provide regular coaching, training, and performance reviews for the team.
Foster accountability and ownership across the Help Desk function.
Identify staffing, process, and technology improvements to support company growth.
Prioritize and manage ticket queues to ensure timely issue resolution.
Monitor and ensure adherence to service level agreements (SLAs).
Analyze ticket trends to identify recurring issues and design long-term solutions.
Act as the escalation point for complex technical issues.
Maintain clear communication and follow-up throughout the support process.
Own and maintain the AgencyVA IT Knowledge Base.
Develop and update standard operating procedures, troubleshooting guides, and support documentation.
Create repeatable processes that improve efficiency and consistency.
Keep documentation current as systems and procedures evolve.
Provide first-level and second-level technical support to employees, virtual assistants, and internal stakeholders.
Troubleshoot issues related to hardware, software, printers, internet connectivity, mobile devices, and business applications.
Support Microsoft 365, Google Workspace, VoIP systems, cloud-based applications, and other business technology platforms.
Create, manage, and troubleshoot user accounts, passwords, permissions, and access requests.
Assist with onboarding and offboarding activities, including account provisioning, equipment setup, and technology orientation.
Develop KPI dashboards and reporting for leadership.
Identify opportunities to automate repetitive support tasks.
Recommend technology and workflow improvements to increase efficiency and user satisfaction.
Partner with leadership to improve IT support strategies and scalability.
This position requires a leader who takes complete ownership of the Help Desk function, developing the team, establishing performance metrics, maintaining documentation, and ensuring an exceptional support experience for all users.

Requirements

3+ years of experience in a Help Desk, Technical Support, or IT Support role.
Previous experience leading, mentoring, or supervising support personnel.
Proven ability to develop KPIs, reporting metrics, and drive performance improvements.
Strong knowledge of Microsoft 365, Google Workspace, Windows operating systems, and common business applications.
Experience supporting remote users and cloud-based environments.
Excellent customer service, communication, and leadership skills.
Strong troubleshooting and problem-solving abilities.
Experience creating and maintaining technical documentation and knowledge bases.
Ability to manage multiple priorities in a fast-paced environment.
Must be able to work onsite in Pleasant Grove, UT on designated in-office days and as business needs require.

Technologies

Microsoft 365
Google Workspace
Windows operating systems
VoIP systems
Microsoft Entra ID (Azure AD)
Intune

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1mo ago

Technical Support Manager

Forward Thinking Systems Fort Myers, FL

Fort Myers, FL

1mo ago Closed

$65k+/yr Full time Contact Center Customer Service Customer Support

This position is no longer accepting applications (closed Jun 26, 2026).

Job Description

The Technical Support Manager will oversee global technical support operations for a fleet and logistics software platform, guiding escalation, process design, knowledge management, and cross-functional collaboration to standardize support and elevate customer outcomes.

Responsibilities

Oversee the US and Poland support operations across Tier 1 to Tier 3 routing, coverage planning, scheduling, capacity management, and ramp activities.
Serve as the senior technical point for complex or high-severity issues, including escalation rules, root cause analysis, and post-incident reviews.
Lead customer communication and de-escalation efforts, coaching the team and stepping in directly when senior attention is required.
Maintain and update knowledge bases, playbooks, and call scripts for both internal teams and external customers as the product evolves.
Coordinate training and certification for Tier 1 through Tier 3, with regular calibration to ensure consistent handling of issues across teams.
Monitor quality and performance metrics such as CSAT, SLA attainment, first-contact resolution, average handle time, ticket aging, backlog health, abandoned call rate, and QA scorecards.
Manage support tooling spanning ticketing, telephony, knowledge base, issue tracking, and reporting within a largely homegrown stack; focus is on how support systems should operate, not on specific tool familiarity at day one.
Foster cross-functional partnerships with Sales, Engineering, Product, Configuration/Implementation, and Billing to surface bug trends, reduce recurring friction, and prepare Support ahead of feature releases.

Requirements

5+ years in technical support, including 2+ years leading a support team in B2B SaaS, IoT, telematics, fleet/logistics technology, or a similarly complex product environment.
Direct ownership of at least two areas such as an escalation framework, QA program, knowledge base/training program, support KPI reporting, or distributed-team operating cadence.
Strong diagnostic ability to analyze unfamiliar issues and determine whether the root cause lies in hardware, software, connectivity, configuration, installation, integration, or user workflow.
Solid escalation judgment with the ability to remain composed with frustrated customers, communicate difficult news clearly, maintain ownership, and rebuild trust.
Experience with complex SaaS products, including multi-component platforms with hardware, web, mobile, APIs, and integrations.
Proven track record of building scalable processes such as escalation frameworks, knowledge bases, training programs, QA standards, and SOPs.
Excellent written and verbal communication skills, capable of producing clear RCAs, usable playbooks, and customer-facing emails that are well received.
Willing and able to be on-site in Fort Myers, FL at least 2 days per week, with additional on-site time during onboarding, training rollouts, and major escalations.
Willing and able to travel internationally up to quarterly, including to Poland, and to obtain or maintain required travel documentation.

Benefits

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

What FTS Offers

Direct access to technical, hands-on leadership.
Real ownership of the support operating model, including standardization, improvement, and building missing components.
Two teams across two countries, offering meaningful scope and impact.
Health, dental, vision insurance, 401(k), and PTO.

How to Apply

Apply through Indeed and include a short note describing one support process you built or fixed, and what changed as a result.

Pay

From $65,000.00 per year

Experience

Technical support: 2 years (Required)

Location

Fort Myers, FL (Required)

Work Location

Hybrid remote in Fort Myers, FL

What Success Looks Like (First 6 Months)

US and Poland teams operate from a single shared playbook with consistent triage, escalation, and QA standards.
Severity levels, escalation owners, and after-hours rules are documented and in active use.
A QA program is in place, with coaching scorecards reviewed on a weekly cadence.
The knowledge base reflects current product reality, and Tier 1 deflection improves.
Leadership can identify top issue drivers, actions taken, and recommended staffing or product changes.

Strongly Preferred

Experience leading teams across locations or time zones.
Background in fleet management, telematics, GPS tracking, dashcams, ELD compliance, or hardware plus software support environments.
Familiarity with support tooling such as ticketing/CRM, telephony, knowledge bases, issue tracking, and reporting.
Experience using automation or AI to improve support quality and speed.
History of producing executive-level reporting and using data to justify headcount or process changes.

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