Manager, Technical Support

Overview:

The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.

About Us:

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities:

- Develop and grow a team of Support Engineers to deliver world class customer service.
- Manage team productivity and performance through instilling a metrics driven culture.
- Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
- Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.
- Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.
- Conduct quarterly reviews with iCIMS leadership.
- Demonstrate strategic thinking to plan and execute medium/long term initiatives.
- Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.
- Foster and facilitate the professional growth, engagement, and development of team members.
- Manage workflows and schedules for direct reports and ensure adequate workload coverage.
- Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
- Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.
- Drive continuous improvement in processes through innovation and automation and cutting-edge technology.
- Open to work in shifts and weekends.

Qualifications:

- 10+ years of experience in Support teams with at least 4+ year experience leading an operational team.
- Prior experience leading a client facing support team for international markets / SAAS
- Strong understanding of Customer Support metrics and SLAs
- Excellent verbal and written communication skills
- Excellent planning and organizational skills
- Strong presentation skills and ability to motivate teams.
- Knowledge of MS Excel and PowerPoint

Preferred:

- Knowledge of HR / Recruitment Software domain is a plus.

EEO Statement:

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you’d like to request an accommodation due to a disability, please contact us at careers@icims.com.

Compensation and Benefits:

Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits