Technical Support Manager

Description

This position supports the hours of 10am - 7pm PST and will be required to be onsite 4-5-days a week.

We are looking for a results-driven Technical Support Manager with a strong background in leading high-performing technical support teams, improving operational efficiency, and delivering exceptional customer experiences across hardware and software environments. Proven ability to troubleshoot complex technical issues, drive service excellence, and lead cross-functional initiatives while fostering a culture of accountability, collaboration, and continuous improvement.

A successful leader in this role combines technical expertise with emotional intelligence, professionalism, and a customer-first mindset. Adept at coaching and developing teams, implementing scalable support processes, utilizing data-driven decision-making, and managing fast-paced service operations. Passionate about building strong relationships, supporting organizational growth, and creating positive outcomes for both customers and employees.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Key functions and tasks

• Manage and lead a team of tech support hardware and software technicians.
• Manage and triage incidents and service requests assigned to team queues.
• Prioritization of product-related complaints as they arrive in CRM and escalate to the appropriate tier levels and R&D as needed.
• Assign problems/tasks to technical support personnel.
• Analyze and review KPIs on a regular basis to determine the team's performance and goals are being met.
• Provide data and reporting on KPIs and trends to management on an as-needed, weekly, monthly, and quarterly basis.
• Track and report on metrics for tickets assigned to and handled by the Technical Support team.
• Analyze situations and identify the resources required to solve them.
• Make quick calculated decisions, often with limited information.
• Follow up with customers to determine their level of satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends); and, if necessary, implement corrective actions.
• Partner with the trainer/documentation specialist to maintain and analyze training records ensure ongoing training for tech support staff, advise tech support staff on career planning.
• Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level.
• Assign tickets to team members based on their current workload, subject matter, complexity, expected resolution date, and resource availability.
• Advise the trainer of training opportunities that will meet the specific needs of the workers in order to maintain or improve job skills.
• Assist in the escalation of customer incidents, ensuring that the appropriate resources are engaged for timely action and proper traction.
• Assists in the development and/or obtain of training procedure manuals, guides, and course materials.
• Communicate department initiatives through a wide range of formats and meetings, such as group discussions, presentations, simulations, and videos.
• Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Follow up with customers to identify areas for improvement.
• Keep track of training and development activities, attendance, assessment results, and retraining needs in collaboration with the trainer.
• Manage the onboarding and offboarding of all new product versions.
• Assist in managing overall priorities among production incidents/problems, releases, and new application implementation.
• Inform management of situations that may necessitate additional client assistance or escalation.

Requirements

Required Education, Experience & Skills

• Bachelor’s degree in relevant field or equivalent experience.
• 1-3 years of experience in technical people management
• 5+ years' experience in management of projects, including people, resources, etc., customer relations, in a service center environment or similar preferred.
• Proven energetic leadership, demonstrated capacity, and expanded responsibilities.
• Manage workloads through a ticketing system while adhering to established processes.
• Oversee day-to-day operations of a remote Technical Support Team in multiple time zones.
• Must be able to communicate direction accurately and effectively both verbally and in writing with other departmental staff members.
• Proven ability to successfully lead a remote team in a service center setting.
• Strong presentation skills. Strong troubleshooting skills
• Conflict resolution: the ability to handle issues raised by clients and associates and provide an effective resolution.
• Making decisions based on an analysis of all business impacts/other departments
• Ability to organize and manage multiple priorities while changing course quickly.
• Proficient with Microsoft Office Suite and related program software.

Preferred Education, Experience & Skills

• 7+ years of experience supporting a wide range of PC hardware and software, LANs, WAN, and a deep understanding and knowledge of related products, computer systems and office applications.
• Mentor tech support associates for growth, development, and overall customer experience
• Experience with Microsoft office, Salesforce, Zendesk, Ring Central, Teams, Paylocity, etc.
• Familiarity with US and Canada compliance training requirements

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Environment

• This role operates in a hybrid or office-based environment, depending on company needs.
• Work is primarily performed in an office setting with standard working hours; however, occasional after-hours support may be required.
• The position requires frequent interaction with employees across different departments, requiring strong collaboration and communication skills.
• The role may involve sitting for extended periods, working on a computer.
• Able to lift 25 lbs

What We Offer:

• Comprehensive Benefits Package – Medical, dental, and vision coverage, plus more
• 401(k) with Company Match – Up to 4% contribution match
• Paid Time Off – Generous PTO and paid holidays
• Competitive base salary plus commission
• On-target earnings (OTE) aligned with performance
• Opportunity for growth into senior sales, strategic accounts, or leadership roles based on results
• Supportive Work Environment – A relaxed, non-corporate atmosphere
• Team Culture – Engaging team bonding events and activities

Ready to Grow with Us?

You’ll be part of a growing, innovative company at the intersection of sports and technology, selling a premium product with strong market demand. This is a role for someone who wants ownership, accountability, and the opportunity to directly influence business results.

Full Swing Golf is an Equal Opportunity Employer. We believe everyone has the power to make a difference and are committed to fostering an inclusive workplace. We provide equal employment opportunities regardless of sex, race, color, gender, religion, marital or domestic partner status, age, national origin, ancestry, disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, or genetic information. If you need an accommodation during the application or interview process, please contact hr@fullswinggolf.com.