{"schemaVersion":"jobsearcher.job.v1","id":"3f761fec8cbcbf4ef4ce5e65","url":"https://jobsearcher.com/jobs/3f761fec8cbcbf4ef4ce5e65","canonicalUrl":"https://jobsearcher.com/jobs/3f761fec8cbcbf4ef4ce5e65","title":"Manager of Technical Support","description":"Overview\r\nThe Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges. This team operates around the clock, 24/7/365. While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excellence. This role requires an individual with strong leadership skills, a customer-first approach, and a deep understanding of technical problem-solving. The Manager ensures that customer inquiries are handled efficiently and professionally while driving continuous improvement in service delivery.\r\nApplicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294\r\nLocation: Bethesda, MD. In-office position.\r\nTravel: This role does not require travel.\r\nSalary Range: $85,000-105,000/year\r\nResponsibilities\r\nTeam Leadership\r\nManage and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions.\r\nCustomer Experience Management\r\nEnsure prompt and professional handling of customer inquiries via phone and email.\r\nIssue Resolution & Escalation\r\nDevelop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary.\r\nProcess Optimization\r\nIdentify and implement best practices to efficiency, improving response times and resolution rates.\r\nPerformance Monitoring/Data & Reporting\r\nEstablish and track KPIs related to customer response times, issue resolution rates, and customer satisfaction.\r\nEstablish and document quality control checklist for new installations to ensure proper setup across multiple software applications.\r\nTraining and Development\r\nConduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures.\r\nTechnology & Tools Utilization\r\nEnsure the team effectively utilizes service management and customer support platforms.\r\nQualifications\r\nEducation\r\nBachelor's degree preferred or equivalent technical support experience.\r\nExperience\r\n2-3 years of management experience in access control environment.\r\nIndustry Knowledge: Access control, security systems, SaaS, or preferred technology-driven environments a plus.\r\nProven ability to lead process improvement initiatives, particularly in a technical/customer service environment.\r\nExperience with a multi-layer ticketing systems for processing client requests.\r\nExperience with monitoring automation systems for alarm processing a plus.\r\nInterpersonal Skills\r\nExcellent written and verbal communication skills for effective collaboration across teams.\r\nAbility to work independently and proactively to address challenges.\r\nStrong leadership and team management experience with a proven ability to collaborate across teams.\r\nAbility to schedule and manage staffing in 24/7/365 environment.\r\nStrong technical acumen. Deep understanding of access control systems and customer support platforms a plus.\r\nExceptional communication and stakeholder management skills.\r\nJ-18808-Ljbffr","company":"Datawatch Systems","rawCompany":"datawatch systems","city":"Silver Spring","state":"MD","isRemote":false,"isActive":false,"createdAt":"2026-06-26T01:40:12.473Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"561210","title":"Facilities Support Services","slug":"facilities-support-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager of Technical Support","description":"Overview\r\nThe Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges. This team operates around the clock, 24/7/365. While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excellence. This role requires an individual with strong leadership skills, a customer-first approach, and a deep understanding of technical problem-solving. The Manager ensures that customer inquiries are handled efficiently and professionally while driving continuous improvement in service delivery.\r\nApplicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294\r\nLocation: Bethesda, MD. In-office position.\r\nTravel: This role does not require travel.\r\nSalary Range: $85,000-105,000/year\r\nResponsibilities\r\nTeam Leadership\r\nManage and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions.\r\nCustomer Experience Management\r\nEnsure prompt and professional handling of customer inquiries via phone and email.\r\nIssue Resolution & Escalation\r\nDevelop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary.\r\nProcess Optimization\r\nIdentify and implement best practices to efficiency, improving response times and resolution rates.\r\nPerformance Monitoring/Data & Reporting\r\nEstablish and track KPIs related to customer response times, issue resolution rates, and customer satisfaction.\r\nEstablish and document quality control checklist for new installations to ensure proper setup across multiple software applications.\r\nTraining and Development\r\nConduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures.\r\nTechnology & Tools Utilization\r\nEnsure the team effectively utilizes service management and customer support platforms.\r\nQualifications\r\nEducation\r\nBachelor's degree preferred or equivalent technical support experience.\r\nExperience\r\n2-3 years of management experience in access control environment.\r\nIndustry Knowledge: Access control, security systems, SaaS, or preferred technology-driven environments a plus.\r\nProven ability to lead process improvement initiatives, particularly in a technical/customer service environment.\r\nExperience with a multi-layer ticketing systems for processing client requests.\r\nExperience with monitoring automation systems for alarm processing a plus.\r\nInterpersonal Skills\r\nExcellent written and verbal communication skills for effective collaboration across teams.\r\nAbility to work independently and proactively to address challenges.\r\nStrong leadership and team management experience with a proven ability to collaborate across teams.\r\nAbility to schedule and manage staffing in 24/7/365 environment.\r\nStrong technical acumen. Deep understanding of access control systems and customer support platforms a plus.\r\nExceptional communication and stakeholder management skills.\r\nJ-18808-Ljbffr","datePosted":"2026-06-26T01:40:12.473Z","dateModified":"2026-06-26T01:40:12.473Z","hiringOrganization":{"@type":"Organization","name":"Datawatch Systems","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Silver Spring","addressRegion":"MD","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"3f761fec8cbcbf4ef4ce5e65"},"url":"https://jobsearcher.com/jobs/3f761fec8cbcbf4ef4ce5e65"}}