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At NICE, we dont limit our challenges. We challenge our limits. Always. Were ambitious. Were game changers. And we play to win. We set the highest standards and execute beyond them. And if youre like us, we can offer you the ultimate career opportunity that will light a fire within you.As a Manager of Technical Support, you will be responsible for leading a team of highly capable support engineers who work with an innovative suite of software products and provide world-class support to businesses utilizing inContacts software products. Your team will focus on providing issue resolution and troubleshooting support for customers ranging from SMB to Enterprise. A successful candidate will have an established background in managing customer relationships, coordinating with internal teams, strategic contribution, and employee development. Strong technical ability, great communication skills, and a motivation to achieve results in a dynamic, fast-paced environment are also required.Major Functions/ResponsibilityLead a world-class support delivery team, including active mentorship for growthPrioritize, assign, and manage department activities and projects in accordance with the departments goals and objectivesManage resources to provide optimum support for customers and ensure defined Service Level Agreements are metCoordinate with global leadership team to ensure successful 24/7 global support, and effective handoff of work from region to regionWork directly with customers of all levels on escalated issues to manage customer expectations and drive issues to resolutionOwn internal and external escalation management practices and corresponding communicationContinuously analyze existing processes and practices looking for ways to improve team operationsCross-functional customer coordination with Customer Success, Engineering, NOC, and Operations teamsCoordinate with product teams to improve customer product experience in order to improve customer confidence and trustParticipate in all aspects of the talent management process from hiring, onboarding, performance management, and terminationsParticipate in and lead strategic projects focused on improved customer experience and organizational effectiveness.Required Education, Experience, and Specific Job-Related SkillsBachelors degree in Computer Science, Business Information Systems, or similar field or equivalent work experience required6+ years in a technology-related field1+ years as a people manager with direct management of support delivery teamsDemonstrated ability to effectively lead a team to deliver on Service Level AgreementsDemonstrated ability to facilitate collaboration and achieve consensus in cross-functional teamsExceptional verbal and written communication, customer service, troubleshooting, and organizational skills requiredExperience driving cross-functional initiatives, including collaboration for support & engineering process improvementsSolid understanding of TCP/IP fundamentalsAbout NICENICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.Known as an innovation powerhouse that excels in AI, cloud, and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law. #J-18808-Ljbffr