Manager, Tech Support
$89,600–$100,400 year
Hybrid · New York City, New York, United States or Nashville, Tennessee, United States
Job Summary
Manage a global Tech Support team delivering front-line and remote end-user support for Windows, macOS, and related technologies across UMG business units. Drive escalation handling, incident resolution, and KPI/OLA adherence while building strong internal relationships and ensuring a memorable end-user experience. Lead daily operations, scheduling, coaching, and development of direct reports, oversee on-site/remote rotations, and ensure adherence to IT processes and procedures. The role requires strong interpersonal skills, certification or equivalent technical experience, and the ability to work across multiple locations with travel as needed. The position emphasizes ownership of service quality, customer service excellence, and alignment with Global Technologies values, with a mix of in-office and hybrid work in supported locations across the US.
Required Qualifications
- Experience managing a Tech Support team
- Technical expertise with Windows and macOS
- Knowledge of ITSM tools (ticketing systems) and ServiceNow
- Strong troubleshooting and communication skills
- Ability to travel to other locations if required
- Bachelor's degree not required due to experience; certification or equivalent experience emphasized
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