Manager, Advanced Technical Support Business
$79,300–$143,100 year
On-site · Atlanta, Georgia, United States
Job Summary
Manager, Advanced Technical Support Business at T-Mobile leads a frontline technical organization responsible for delivering advanced, escalation-driven technical support across complex product, solution, and security portfolios. Manages Advanced Technical Specialists and Lead (IC) roles, partners with Engineering and Product, drives root-cause analysis and prevention, oversees high-severity, multi-system incidents, and ensures service resilience through data-driven improvements. Requires strong communication, cross-functional coordination, problem solving, incident leadership, and people leadership in a technical, customer-support environment. Education/experience includes a High School Diploma/GED (Required) and Bachelor's-equivalent experience (Preferred) with 1+ years leading teams and 2-4 years customer service experience; ITIL knowledge and willingness to work varied shifts are preferred.
Required Qualifications
- High School Diploma/GED (Required)
- Bachelor's Degree Equivalent work experience (Preferred)
- 2-4 years Relevant customer service experience (Required)
- 1+ years of experience supporting complex, production-impacting technical systems or advanced technology solutions (Required)
- 1+ years of people leadership experience in a technical, operational, or customer support environment (Required)
- Less than 2 years Project management experience (Preferred)
- 4-7 years Experience in advanced technical support, telecommunications, managed services, or production systems support (Preferred)
- 1+ years of experience leading teams responsible for escalation-driven or Tier 2 / Tier 3 technical work (Preferred)
- Licenses and Certifications: ITIL Certification (Preferred)
- At least 18 years of age
- Legally authorized to work in the United States
- Travel: Travel Required (Yes/No): No
- DOT Regulated: DOT Regulated Position (Yes/No): No
- Safety Sensitive Position (Yes/No): No
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