Technical Customer Support Senior Manager

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Technical Customer Support Senior Manager manages an organization's technical customer support policies, objectives, and initiatives. Provides mentoring, leadership, and organization to managers and supervisors. Being a Technical Customer Support Senior Manager oversees the creation and implementation of processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Additionally, Technical Customer Support Senior Manager makes recommendations for changes to products or services based on customer feedback and requests. Engages in resource planning and decision-making. Coordinates across functions to support future products and releases. Typically requires a bachelor's degree or equivalent. Typically reports to a director or top management. The Technical Customer Support Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Technical Customer Support Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.