Daida ยท 1 day ago
Technical Support Manager
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Lead and oversee the daily operations of the technical support team, ensuring efficient and effective service delivery.
Provide expertise in supporting software applications, SaaS products, and infrastructure, including server management, networking, and IT helpdesk functions.
Oversee and enhance IT helpdesk operations, ensuring efficient ticket handling, resolution times, and user satisfaction.
Develop and monitor key performance indicators (KPIs) to track team performance, efficiency, and SLA adherence.
Build and maintain dashboards and reports in Jira, enabling data-driven decision-making and continuous process improvement.
Analyze support trends and metrics to identify areas for improvement and proactively implement solutions.
Qualification
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Required
Bachelor's degree in Information Technology, Computer Science, or a related field.
5+ years of experience in technical support, infrastructure support, or related IT roles, with at least 3 years in a managerial capacity.
Hands-on experience with Jira for tracking, reporting, and metrics analysis.
Demonstrated ability to meet and exceed SLAs in high-demand environments.
Proficiency in SaaS applications, Azure, Active Directory, server management, networking, and IT helpdesk operations.
Exceptional leadership skills, particularly in managing and aligning a diverse team toward common goals.
Excellent problem-solving skills with a focus on customer satisfaction and process improvements.
Strong communication skills, able to work effectively with technical and non-technical stakeholders alike.
Preferred
Experience working in a startup or rapidly changing environment is strongly preferred.
Knowledge of dashboard creation and reporting tools.
Familiarity with cloud computing and IT infrastructure best practices.
ITIL certification or similar process-oriented training is a plus.
Benefits
401(k)
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance
Company
Daida
Daida is a business process services company committed to bringing innovation and creative solutions to complex problems to organizations nationally.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Natalie Schubert
CEO
Company data provided by crunchbase
