Technical Manager, Realtime Support and Analytics
US-AZ-Chandler
Attract-careers1
Req #: 97559
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. This role will be empowered to manage an IT technical support team responsible for real time support of internal Boost Retail Wireless CXO agents. This position will require strong leadership, technical expertise, and the ability to motivate and develop a high-performing team. The ideal candidate will possess in-depth knowledge of wireless technologies, troubleshooting techniques, and experience with managing and coaching technical support teams. Key Responsibilities: * Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development * Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards * Handle escalated customer issues and support team members with complex technical problems * Develop and deliver training programs to enhance technical skills and knowledge * Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions * Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies. Qualifications: Education and Experience: * Degree in Information Systems or a related field preferred * 5+ years of experience in a Business domain-focused IT Application Support role and, preferably in the wireless industry * 3+ years of experience in a supervisory or management role in Customer Support Skills and Qualifications: * Strong domain expertise in wireless systems, networks, and devices, with the ability to diagnose and resolve complex technical issues. * Experience using IT systems, operational tools, and vendor portals to investigate, correlate, and troubleshoot service or customer-impacting issues. * Proficiency in data analysis using SQL (preferably Snowflake), along with experience troubleshooting APIs and analyzing API responses. * Ability to develop quick scripts and technical solutions to resolve customer issues and improve operational efficiency. * Strong communication, leadership, and mentoring skills with the ability to clearly translate technical issues into customer-impact insights. * Highly analytical and collaborative with the ability to work independently or in teams, support flexible shift schedules, and work onsite in Phoenix, AZ. Visa sponsorship not available for this role
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