TSS Operations Manager

About the Role:

The TSS Operations Manager is responsible for overseeing and optimizing the technical support services (TSS) operations to ensure exceptional service delivery and customer satisfaction across the United States. This role involves managing daily operational activities, coordinating cross-functional teams, and implementing process improvements to enhance efficiency and effectiveness. The manager will lead strategic planning efforts to align operational goals with business objectives, driving continuous improvement initiatives and resource allocation. They will also serve as a key liaison between technical support teams, clients, and senior leadership to ensure clear communication and timely resolution of issues. Ultimately, the TSS Operations Manager plays a critical role in maintaining high-quality support services that contribute to customer retention and business growth.

Minimum Qualifications:

• Bachelor’s degree in business administration, or a related field.
• Minimum of 5 years of experience in technical support operations or a similar managerial role.
• Proven experience managing teams in a fast-paced, customer-focused environment.
• Strong understanding of technical support processes, service delivery models, and customer service principles.
• Excellent communication, leadership, and problem-solving skills.

Preferred Qualifications:

• Master’s degree in business administration, Technology Management, or related discipline.
• Familiarity with CRM and ticketing systems like Salesforce, ManageEngine, or ServiceNow.

Responsibilities:

• Manage and supervise the daily operations of the technical support services team to ensure timely and effective resolution of customer issues.
• Develop and implement operational policies, procedures, and best practices to improve service quality and team productivity.
• Monitor key performance indicators (KPIs) and generate reports to track team performance, service levels, and customer satisfaction metrics.
• Lead recruitment, training, and professional development initiatives to build a skilled and motivated support team.
• Identify operational risks and develop mitigation strategies to maintain service continuity and compliance with company standards.
• Drive continuous improvement projects by analyzing workflows, identifying bottlenecks, and implementing innovative solutions.
• Serve as the escalation point for complex technical issues and ensure effective communication with clients and stakeholders.

Skills:

The TSS Operations Manager utilizes strong leadership and communication skills daily to coordinate between technical teams and clients, ensuring clarity and alignment on support issues. Analytical skills are essential for monitoring performance metrics and identifying areas for operational improvement. Problem-solving abilities enable the manager to address complex technical challenges and implement effective solutions promptly. Additionally, interpersonal skills foster a collaborative team environment, motivating staff and driving continuous professional development.

The compensation range for this position is $65,000 to $72,000 USD. The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. The posted range reflects our ability to hire at different titles and levels depending on background and experience. The company reserves the right to offer additional compensation at its discretion, for example, in the form of a discretionary bonus or sales commission.

Amplix does not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by federal, state, or local law.