User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Technical Support Operations Manager overseeing Managed Services support operations in Plano, TX. Leading teams and ensuring customer satisfaction while managing technical support and NOC functions.
Responsibilities
- Lead cross-functional teams to develop operational performance assessments and management reports.
- Oversee day-to-day technical operations of Managed Services and NOC Engineers, ensuring efficiency, responsiveness, and service excellence.
- Manage daily workload distribution and team scheduling to maintain balanced coverage across all shifts.
- Define, implement, and continually improve standard operating procedures, run books, and escalation workflows.
- Develop and deliver ongoing training programs to elevate technical capabilities across the team.
- Partner with internal groups such as SOC, Infrastructure, Consulting, and Sales to coordinate operational activities.
- Provide escalation level support for complex infrastructure and networking issues; drive root cause analysis and resolution.
- Establish, track, and report on key operational metrics (SLA compliance, ticket volume, resolution time, CSAT, etc.).
- Mentor and coach engineers at all levels to promote technical depth, accountability, and career growth.
- Drive a culture of ownership, collaboration, and continuous improvement within the support organization.
- Act as a point of escalation for major incidents and customer-impacting issues, ensuring timely communication and resolution
- Manage and administer ITSM systems (e.g., Zendesk), ensuring they align with business and operational needs.
- Actively assist with customer issues when necessary, maintaining a strong hands-on technical presence.
- Collaborate with other functional leaders to streamline support processes and improve service delivery.
Requirements
- 10+ years of progressive experience in technical support, managed services, or NOC/helpdesk operations, including direct, hands-on technical work.
- 5+ years of demonstrated leadership or management experience overseeing 24x7 or multi-shift technical support or NOC teams.
- Willingness to work onsite in Plano full-time (5 days per week).
- Proven track record managing onsite technical staff, including scheduling, performance management, and career development.
- Strong technical foundation in Microsoft Windows Server, Active Directory, virtualization technologies (VMware, Hyper-V), and network infrastructure (routing, switching, firewalls).
- Solid experience with IT Service Management (ITSM) platforms, including configuration, automation, and reporting. (Zendesk preferred)
- Working knowledge of cloud platforms (Microsoft Azure) and hybrid environment integrations.
- Demonstrated ability to manage and maintain SLAs, KPIs, and operational metrics within a customer-driven managed services organization.
- Excellent analytical, organizational, and communication skills with the ability to interact effectively across technical and business teams.
- Proven incident, problem, and change management experience using ITIL-aligned processes (ITIL certification preferred).
- Hands-on experience supporting and mentoring engineers at L1–L3 levels, including direct involvement in troubleshooting and escalation management.
- Experience developing and enforcing standard operating procedures, run books, and escalation workflows.
- Strong background in monitoring and alerting systems (e.g., LogicMonitor, ControlUp, SolarWinds, or similar).
Job title
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Degree requirement
Tech skills
Location requirements
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