Manager, Technical Support

The Manager, Technical Support is responsible for leading a team of Technical Support professionals focused on delivering timely, high-quality resolution of customer issues. This role oversees day-to-day support operations, team performance, customer escalations, and continuous improvement efforts. 

The Manager ensures service levels are achieved, customer issues are resolved effectively, and team members are equipped with the knowledge, support, and development opportunities needed to succeed. Through operational oversight and strong people leadership, this role drives service excellence and customer satisfaction. 

ICIMS is a leading enterprise hiring platform that combines the scale and reliability of enterprise software with the transformative power of AI. Thousands of organizations across more than 200 countries and territories trust ICIMS to find and hire the people who shape their future and drive their business forward. Powered by insights from billions of hiring interactions, continuous AI innovation, and a highly extensible platform, ICIMS helps organizations turn talent acquisition into a competitive advantage. For more than 25 years, ICIMS has delivered end-to-end hiring solutions that improve recruiting efficiency, reduce costs and create exceptional candidate experiences.  

ICIMS helps solve one of the biggest challenges businesses face today: building a workforce that can adapt, scale, and perform in an increasingly competitive and unpredictable talent market. We uniquely do that by combining enterprise-grade hiring technology, AI-powered insights and automation, and connected talent experiences to help organizations improve hiring outcomes while driving measurable impact. 

Support Operations & Service Delivery 

• Lead a team responsible for troubleshooting, issue resolution, and break-fix support activities. 

• Oversee daily support operations to ensure timely and effective resolution of customer issues. 

• Monitor service levels, case volume, backlog health, response times, and resolution performance. 

• Serve as an escalation point for complex or high-impact customer issues. 

• Drive consistency in support practices, knowledge sharing, documentation, and troubleshooting methodologies. 

Customer Experience 

• Ensure customers receive responsive, professional, and high-quality support experiences. 

• Partner with customers and internal stakeholders to resolve escalated issues. 

• Identify recurring trends and root causes impacting customer satisfaction. 

• Advocate for customer needs while balancing operational priorities. 

Operational Excellence & Continuous Improvement 

• Monitor team metrics and performance indicators to drive operational effectiveness. 

• Identify process improvement opportunities that increase efficiency, quality, and scalability. 

• Collaborate with Product, Engineering, and other teams to communicate customer issues and support trends. 

• Optimize current ticketing system (ZenDesk & Salesforce)  

Leadership & People Development 

• Conduct regular 1:1 meetings and provide ongoing coaching and performance feedback. 

• Establish clear expectations related to service delivery, quality, and customer experience. 

• Lead, coach, and develop a team of Technical Support professionals. 

• Support employee growth through development planning, skill building, and career conversations. 

• Foster a culture of accountability, collaboration, continuous learning, and customer focus. 

• 5+ years of experience in Technical Support, Customer Support, SaaS, or related technical customer-facing roles. 

• Demonstrated experience managing or coaching technical support professionals. 

• Strong understanding of support operations, customer issue resolution, and service delivery metrics. 

• Excellent problem-solving, prioritization, and communication skills. 

• Experience working cross-functionally with Product, Engineering, and Customer Success teams. 

• SaaS or technology industry experience preferred. 

• Bachelor's degree or equivalent experience preferred. 

• Experience building and monitoring CRM automations that are customer facing  

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.   

• Direct employment with full legal benefits
• Major medical insurance including dental, vision, and travel coverage  
• 100% remote work  
• 18 labor days of vacation
• Support for furniture and equipment