Technical Manager - Team Manager

Managers in this role get to: Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets. Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team. Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management. Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers. Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time.
Utilize Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes.
Analyze and advance complex technical issues to support the team.
Ensure customer feedback is properly channeled into Product Management and Research & Development
Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be re-used.
Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations
Manage and mentor a team of technical support engineers, providing regular coaching and performance feedback.
Oversee the daily operations of the support team, ensuring adherence to service level agreements (SLAs) and quality standards.
Develop and implement support strategies, processes, and procedures to improve efficiency and customer satisfaction.
Monitor key performance indicators (KPIs) and report on team performance to senior management.
Handle escalated customer issues and act as a point of contact for high-priority technical problems.
Our most successful candidates will have: - Be able to work in MS Office - Be able to work in a fast-paced environment - Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player - Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Minimum of 2-4 years’ experience in supporting a tech program.
Experience in managing a team of 10 to 15 TSEs.
Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration.
Demonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues.
Knowledge of metrics, their measurements, thresholds, targets and process owners.
Strong customer-orientation when managing communications and issues.
The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
A pro-active attitude towards developing trust and professional rapport with team members; the ability to be a team-player.

Employment type
Full-time

Work arrangement
No