Technical Support Manager

5+ years of experience in technical support, customer support, or service operations, preferably in a SaaS or technology environment.

Proven ability to manage support operations at scale, including KPI ownership, staffing, and workflow optimization.

Familiarity with support frameworks such as ITIL, HDI, or KCS.

The Technical Support Manager leads one or more technical support teams through front-line supervisors.

This role is responsible for scaling support operations, setting direction, and delivering consistent business and customer outcomes.

The Technical Support Manager owns performance strategy, workforce planning, escalation management, and cross-functional partnership to improve efficiency, quality, and customer satisfaction.

This leader sets clear expectations, develops people leaders, and helps ensure LeadVenture delivers an exceptional support experience.

Ensure teams meet or exceed service targets, including SLAs, CSAT, response and resolution times, backlog health, and other key performance indicators.

Serve as the final escalation point for major customer or operational issues, coordinating resolution across internal stakeholders as needed.