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Technical Support Manager

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The Riverside Company

3mo ago

  • Job
    Full-time
    Senior Level
  • Software Engineering
    IT & Cybersecurity
  • New York

AI generated summary

  • You need 5-8 years in technical support or IT management, strong tech knowledge, leadership skills, problem-solving abilities, and excellent communication. Ability to manage multiple projects is essential.
  • You will manage a support team, resolve complex issues, oversee projects, ensure timely responses, implement best practices, and communicate with stakeholders while fostering team development.

Requirements

  • 5-8 years of experience in a technical support or IT management role.
  • Strong technical knowledge of technology systems, networks, and software.
  • Excellent leadership and team management experience.
  • Strong problem-solving and analytical abilities.
  • Outstanding communication and interpersonal skills.
  • Ability to manage multiple projects and priorities simultaneously.

Responsibilities

  • Lead and manage a team of 2 full-time support specialists and 2 full-time consultants.
  • Provide guidance, mentorship, and professional development opportunities for team members.
  • Conduct regular performance reviews and set clear performance goals.
  • Oversee and participate in the resolution of complex technical issues.
  • Ensure timely and effective response to support requests from internal stakeholders.
  • Develop and implement best practices for technical support processes and procedures.
  • Participate in on-call support rotation every 3rd week.
  • Manage technical projects related to upgrades, implementations, and other IT initiatives.
  • Coordinate with other departments to ensure seamless integration of new technologies and service delivery needs are met.
  • Act as the primary point of contact for technical support escalations.
  • Communicate effectively with senior management and other stakeholders regarding support activities and project status.
  • Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
  • Stay current with industry trends and emerging technologies to ensure the team is using the best tools and practices.

FAQs

What is the primary role of the Technical Support Manager?

The primary role of the Technical Support Manager is to lead and manage the technical support team, oversee the resolution of complex technical issues, and ensure the highest level of technical support for the firm.

How many team members will the Technical Support Manager be responsible for?

The Technical Support Manager will be responsible for a team of 2 full-time support specialists and 2 full-time consultants.

What are the required skills for this position?

The required skills include 5-8 years of experience in a technical support or IT management role, strong technical knowledge of technology systems and networks, excellent leadership abilities, strong problem-solving skills, and outstanding communication and interpersonal skills.

Is experience in the financial services or private equity industry preferred?

Yes, experience in the financial services or private equity industry is preferred for this position.

What certifications are relevant for this role?

Relevant certifications include ITIL, CompTIA A+, and similar qualifications that demonstrate technical proficiency.

What is the work environment like for this position?

The work environment is based in the NYC office at Rockefeller Center with in-office requirements and some remote flexibility as needed.

What is the salary range for the Technical Support Manager position?

The salary range for the Technical Support Manager position is $110,000 to $130,000, depending on experience, along with annual bonuses and robust benefits.

Who does the Technical Support Manager report to?

The Technical Support Manager reports to the Managing Director of Technology.

Will the Technical Support Manager need to participate in on-call support?

Yes, the Technical Support Manager will participate in an on-call support rotation every 3rd week.

Are there opportunities for professional development in this role?

Yes, the Technical Support Manager is expected to provide guidance, mentorship, and professional development opportunities for team members.

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The Riverside Company

Designed for Your Growth

Finance
Industry
201-500
Employees
1988
Founded Year

Mission & Purpose

The Riverside Company is a global investment firm focused on being one of the leading private capital options for business owners and employees at the smaller end of the middle market by seeking to fuel transformative growth and create lasting value.

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