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 SummaryThe 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 ResponsibilitiesLead, 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.QualificationsBachelor'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 ExperienceExperience with one or more of the following:Microsoft AzureNetworking fundamentalsMobile applications (iOS & Android)Leadership ResponsibilitiesHire, 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 TimeSLA ComplianceCustomer Satisfaction (CSAT)Ticket BacklogEscalation RateFirst Contact ResolutionSupport Team ProductivityKnowledge Base GrowthCustomer Retention Support MetricsRequired SkillsTechnical troubleshootingTeam leadershipCustomer service excellenceProblem solvingTime managementProcess improvementSQL fundamentalsMicrosoft WindowsSaaS supportTicketing systems (Zendesk, Freshdesk, Jira, or similar)Why Join MS SHIFT?Competitive salaryPerformance-based bonus opportunitiesHealth, dental, and vision insurancePaid vacation and holidaysCareer growth opportunitiesModern office environment in Las VegasWork with enterprise customers across North AmericaCollaborative and innovative team cultureOpportunity to help shape the future of AI-powered supportWork ScheduleFull-timeMonday – FridayOn-site in Las Vegas, NVOccasional after-hours support for critical customer escalations