Information Technology Manager

MS SHIFT is a leading cloud-based SaaS platform that helps organizations manage security operations, incident reporting, visitor management, patrol, asset tracking, dispatch, maintenance, and workforce management. Our solutions are trusted by hotels, resorts, healthcare facilities, commercial buildings, schools, casinos, and other enterprise organizations across North America.

We are seeking an experienced
Technical Support Manager
to lead our customer support team, improve service delivery, and ensure our customers receive exceptional technical assistance.

Position Summary

The Technical Support Manager will oversee the daily operations of the Technical Support Department, manage a team of support specialists, establish support processes, monitor service levels, and work closely with Development, Product Management, Customer Success, and Implementation teams.

This position requires strong leadership, excellent troubleshooting skills, outstanding customer communication, and experience managing enterprise software support.

Key Responsibilities

• Lead, mentor, and manage the Technical Support team.
• Ensure timely resolution of customer technical issues.
• Monitor ticket queues, response times, and SLA compliance.
• Establish KPIs and continuously improve support performance.
• Handle high-priority customer escalations.
• Coordinate with Software Development to resolve product defects.
• Work with QA to validate bug fixes before release.
• Collaborate with Customer Success during implementations and go-lives.
• Develop support procedures, documentation, and knowledge base articles.
• Conduct weekly team meetings and one-on-one coaching sessions.
• Review support metrics and provide executive reports.
• Improve customer satisfaction (CSAT) and first-contact resolution.
• Identify recurring customer issues and recommend product improvements.
• Assist in onboarding and training new support employees.
• Maintain support schedules to ensure proper coverage.
• Help define support workflows and automation opportunities using AI.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field (preferred).
• 5+ years of technical software support experience.
• 3+ years managing a technical support team.
• Experience supporting SaaS applications.
• Strong Windows troubleshooting skills.
• Experience with SQL databases and writing basic SQL queries.
• Understanding of APIs, REST services, and integrations.
• Excellent troubleshooting methodology.
• Strong organizational and leadership skills.
• Exceptional written and verbal communication.
• Ability to prioritize multiple issues in a fast-paced environment.

Preferred Experience

Experience with one or more of the following:

• Microsoft Azure
• Networking fundamentals
• Mobile applications (iOS & Android)

Leadership Responsibilities

• Hire, coach, and develop support staff.
• Conduct performance reviews.
• Set individual and team goals.
• Monitor employee productivity.
• Build a positive, customer-focused culture.
• Improve department efficiency through process improvements.
• Collaborate across departments to improve customer experience.

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• Average Resolution Time
• SLA Compliance
• Customer Satisfaction (CSAT)
• Ticket Backlog
• Escalation Rate
• First Contact Resolution
• Support Team Productivity
• Knowledge Base Growth
• Customer Retention Support Metrics

Required Skills

• Technical troubleshooting
• Team leadership
• Customer service excellence
• Problem solving
• Time management
• Process improvement
• SQL fundamentals
• Microsoft Windows
• SaaS support
• Ticketing systems (Zendesk, Freshdesk, Jira, or similar)

Why Join MS SHIFT?

• Competitive salary
• Performance-based bonus opportunities
• Health, dental, and vision insurance
• Paid vacation and holidays
• Career growth opportunities
• Modern office environment in Las Vegas
• Work with enterprise customers across North America
• Collaborative and innovative team culture
• Opportunity to help shape the future of AI-powered support

Work Schedule

• Full-time
• Monday – Friday
• On-site in Las Vegas, NV
• Occasional after-hours support for critical customer escalations