4,668 IT Support Manager jobs in the United States
Technical Support Manager
92375 Redlands, California
University of Redlands
Posted 7 days ago
Job Viewed
Job Description
POSITION CODE: 7664
DEPARTMENT/ADMINISTRATION: Office of Information Technology Services
POSITION : Administrative, Exempt, Full-time (40 Hours)
SALARY RANGE: $68,640
HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification.
commensurate with the candidate's education, experience, skills, and training.
INTRODUCTORY PERIOD: Twelve (12) Months
AVAILABLE: Immediately
BENEFITS OVERVIEW: BROCHURE
POSTING DATE: August 1, 2025
APPLICATION DEADLINE: Open Until Filled, Apply Immediately
Definition of Classification:
Reporting to the Solutions Architect of the University, the Tech Support & ResNet Manager oversees both the IT support staff and ResNet student staff at the University of Redlands. This role includes troubleshooting alongside technical support staff, identifying potential solutions, and resolving technical issues.
Duties and Responsibilities:
The duties and responsibilities include, but are not limited to, the following:
Any combination equivalent to, but not limited to, the following:
Experience/Training/Education:
Required
Physical Requirements/Working Conditions:
Working Conditions:
Standard office and field settings. Duties performed are primarily in an office environment while sitting at a desk or computer workstation or in meetings. At least minimal environmental controls to assure health and comfort.
Physical Demands: Incumbents regularly sit for long periods; walk short distances on a regular basis; travel to various locations to attend meetings and conduct work; use hands and fingers to operate an electronic device
keyboard or other office machines; reach with hands and arms; stoop or kneel or crouch to file; speak clearly and distinctly to answer telephones and to provide information; see to read fine print and operate computer; hear and understand voices over telephone and in person; and lift, carry and/or move objects weighing up to 15 pounds.
TO APPLY: A resume/CV and cover letter are required. In compliance with The Americans with Disabilities Act, if selected for the interview process and accommodations are needed, please call . If you are unable to complete an application due to a disability, contact us at to ask for accommodation or an alternative application process.
HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification, commensurate with candidate's education, experience, skills, and training. The University of Redlands is required to provide a reasonable estimate of the compensation range for this role. This range considers the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range for this position is defined as the Full Pay Range. The budgeted salary or hourly range that the University reasonably expects to pay for this position is defined as the Hiring Range . Placement within the Hiring Range is determined by internal equity, and relevant qualifications.
BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. The University will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current employee who was conditionally offered the position.
DRIVER'S LICENSE CHECK: Possession of a valid Driver's License is required for certain positions. Employees in positions that require a valid Driver's License will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.
PHYSICAL AND PSYCHOLOGICAL EXAMS: For certain positions typically in Public Safety, Facilities, Athletics and Information Technology Services departments, employment is contingent upon a candidate passing a pre-employment physical exam with the ability to lift in excess of 50 lbs. Public Safety Officers, in addition to a pre-employment physical exam, will also be required to pass a psychological evaluation.
FOR MORE INFORMATION VISIT
Human Resources (redlands.edu)
SUBMISSION OF A RESUME OR APPLICATION INDICATES AGREEMENT THAT THE UNIVERSITY MAY VERIFY ANY AND ALL INFORMATION CONTAINED THEREIN.
MEMBERS OF UNDERREPRESENTED GROUPS ARE ENCOURAGED TO APPLY.
AN EQUAL OPPORTUNITY EMPLOYER
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
DEPARTMENT/ADMINISTRATION: Office of Information Technology Services
POSITION : Administrative, Exempt, Full-time (40 Hours)
SALARY RANGE: $68,640
HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification.
commensurate with the candidate's education, experience, skills, and training.
INTRODUCTORY PERIOD: Twelve (12) Months
AVAILABLE: Immediately
BENEFITS OVERVIEW: BROCHURE
POSTING DATE: August 1, 2025
APPLICATION DEADLINE: Open Until Filled, Apply Immediately
Definition of Classification:
Reporting to the Solutions Architect of the University, the Tech Support & ResNet Manager oversees both the IT support staff and ResNet student staff at the University of Redlands. This role includes troubleshooting alongside technical support staff, identifying potential solutions, and resolving technical issues.
Duties and Responsibilities:
The duties and responsibilities include, but are not limited to, the following:
- Oversee daily operations of the university's Tech Support and ResNet teams.
- Manage and schedule student staff to ensure coverage across all shifts.
- Ensure timely resolution of any IT issues that arise from students, faculty, and staff.
- Acts as the IT point person in providing technical support for cabinet and direct reports.
- Serve as the escalation point for complex IT issues.
- Deploy and maintain both staff and lab PC images using Microsoft Configuration Manager and System Center Configuration Manager (SCCM).
- Create, manage, and deploy Apple device configuration profiles using Jamf School MDM.
- Develop and maintain a computer refresh plan to ensure devices are returned to our lessor in a timely manner.
- Maintain IT asset inventory and coordinate the return of leased devices with AMOS.
- Works with the Systems and Network teams to troubleshoot problems.
- Proactively identifies computer problems and recommends and implements solutions.
- Support all computer labs on-campus running both Apple and PC computers.
- Perform additional duties and support special projects as assigned.
Any combination equivalent to, but not limited to, the following:
Experience/Training/Education:
Required
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 4+ years of IT support experience, with at least 2 years in a supervisory or managerial role.
- Solid understanding of Microsoft 365 collaboration tools (e.g. Microsoft Teams, SharePoint, OneDrive).
- CompTIA A+ certification is a plus.
- Experience working in higher education is highly desirable.
- Strong leadership and team management skills.
- In-depth knowledge of IT support technologies (Windows, macOS, networking, enterprise applications, etc.)
- Experience with IT service management tools (e.g., ServiceNow, Freshservice, Zendesk).
- Familiarity with directory services (e.g. Active Directory), email systems, and identity management.
- Strong troubleshooting and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced academic environment.
Physical Requirements/Working Conditions:
Working Conditions:
Standard office and field settings. Duties performed are primarily in an office environment while sitting at a desk or computer workstation or in meetings. At least minimal environmental controls to assure health and comfort.
Physical Demands: Incumbents regularly sit for long periods; walk short distances on a regular basis; travel to various locations to attend meetings and conduct work; use hands and fingers to operate an electronic device
keyboard or other office machines; reach with hands and arms; stoop or kneel or crouch to file; speak clearly and distinctly to answer telephones and to provide information; see to read fine print and operate computer; hear and understand voices over telephone and in person; and lift, carry and/or move objects weighing up to 15 pounds.
TO APPLY: A resume/CV and cover letter are required. In compliance with The Americans with Disabilities Act, if selected for the interview process and accommodations are needed, please call . If you are unable to complete an application due to a disability, contact us at to ask for accommodation or an alternative application process.
HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification, commensurate with candidate's education, experience, skills, and training. The University of Redlands is required to provide a reasonable estimate of the compensation range for this role. This range considers the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range for this position is defined as the Full Pay Range. The budgeted salary or hourly range that the University reasonably expects to pay for this position is defined as the Hiring Range . Placement within the Hiring Range is determined by internal equity, and relevant qualifications.
BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. The University will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current employee who was conditionally offered the position.
DRIVER'S LICENSE CHECK: Possession of a valid Driver's License is required for certain positions. Employees in positions that require a valid Driver's License will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.
PHYSICAL AND PSYCHOLOGICAL EXAMS: For certain positions typically in Public Safety, Facilities, Athletics and Information Technology Services departments, employment is contingent upon a candidate passing a pre-employment physical exam with the ability to lift in excess of 50 lbs. Public Safety Officers, in addition to a pre-employment physical exam, will also be required to pass a psychological evaluation.
FOR MORE INFORMATION VISIT
Human Resources (redlands.edu)
SUBMISSION OF A RESUME OR APPLICATION INDICATES AGREEMENT THAT THE UNIVERSITY MAY VERIFY ANY AND ALL INFORMATION CONTAINED THEREIN.
MEMBERS OF UNDERREPRESENTED GROUPS ARE ENCOURAGED TO APPLY.
AN EQUAL OPPORTUNITY EMPLOYER
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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0
EVSE Technical Support Manager / Tech Support Manager
92713 Irvine, California
ZipRecruiter
Posted 7 days ago
Job Viewed
Job Description
Job DescriptionJob DescriptionBenefits:
- Retirement Plan
- Dental insurance
- Health insurance
- Paid time off
- Training & development
Company Description:
We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage and Hydroponic systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.
The Job Overview
This is mid to senior level role. We are on the lookout for highly motivated individuals with a background in EVSE/OCPP customer service, coupled with excellent communication skills. As a Technical Support manager, your primary responsibility will be to support and communicate updates with clients. Collaborating closely with sales and engineering teams, you will play a key role in tracking project completion and being the primary point of contact with our clients. This is an exceptional opportunity for individuals eager to immerse themselves in the EV charging and renewable energy industry.
Responsibilities
- Coordinate scheduling between several service providers and the internal teams shifts to ensure we have 24/7 coverage for our EVOLV Charging platform.
- Act as the frontline support for customer inquiries providing timely and effective resolution to tickets and issues. This includes but is not limited to issues related to: Billing, account management, charging accessibility and convenience, or troubleshooting charging hardware and software.
- Communicate department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
- Monitor the teams call and activity performance and provide coaching and training to encourage a culture of excellence.
- Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
- Occasionally able to travel into the field to provide hands-on technical support to high-value customers to ensure lasting relationships.
- Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards.
- Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting.
- Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
- Maintain a deep understanding of the organizations products, services, and technical infrastructure.
- Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods.
- Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making.
- Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly.
- Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies.
Requirements and skills
- Bachelors degree in computer science, engineering, a related field, or equivalent experience.
- Must have 3+ years of leadership experience and have excelled at leading a team of technically focused agents.
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
- You have 5+ years of customer technical support experience where you solved problems that were technical.
- Experience at building and staffing a technical support team from the ground up.
- Experience designing and maintaining a technical support program
- You are flexible. While you have a set schedule there may be times where you need to cover for your team.
- Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.
- You have a background in EV charging or experience at an existing organization.
- You have a history of leading technical teams with ten plus team members.
- You have built a technical support program from scratch and have the data to show its success.
Zero Impact Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to , , , , , , or expression, , , veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
#ZR
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1
EVSE Technical Support Manager
92626 Costa Mesa, California
Zero Impact Energy Group
Posted 5 days ago
Job Viewed
Job Description
Responsive recruiter
Benefits:
- Retirement Plan
- Dental insurance
- Health insurance
- Paid time off
- Training & development
We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage and Hydroponic systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.
The Job Overview
This is mid to senior level role. We are on the lookout for highly motivated individuals with a background in EVSE/OCPP customer service, coupled with excellent communication skills. As a Technical Support manager, your primary responsibility will be to support and communicate updates with clients. Collaborating closely with sales and engineering teams, you will play a key role in tracking project completion and being the primary point of contact with our clients. This is an exceptional opportunity for individuals eager to immerse themselves in the EV charging and renewable energy industry.
Responsibilities
- Coordinate scheduling between several service providers and the internal team's shifts to ensure we have 24/7 coverage for our EVOLV Charging platform.
- Act as the frontline support for customer inquiries providing timely and effective resolution to tickets and issues. This includes but is not limited to issues related to: Billing, account management, charging accessibility and convenience, or troubleshooting charging hardware and software.
- Communicate department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
- Monitor the team's call and activity performance and provide coaching and training to encourage a culture of excellence.
- Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
- Occasionally able to travel into the field to provide hands-on technical support to high-value customers to ensure lasting relationships.
- Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards.
- Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting.
- Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
- Maintain a deep understanding of the organization's products, services, and technical infrastructure.
- Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods.
- Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making.
- Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly.
- Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies.
- Bachelor's degree in computer science, engineering, a related field, or equivalent experience.
- Must have 3+ years of leadership experience and have excelled at leading a team of technically focused agents.
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
- You have 5+ years of customer technical support experience where you solved problems that were technical.
- Experience at building and staffing a technical support team from the ground up.
- Experience designing and maintaining a technical support program
- You are flexible. While you have a set schedule there may be times where you need to cover for your team.
- Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.
- You have a background in EV charging or experience at an existing organization.
- You have a history of leading technical teams with ten plus team members.
- You have built a technical support program from scratch and have the data to show its success.
Zero Impact Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law
Compensation: $70,000.00 - $95,000.00 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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2
EVSE Technical Support Manager
92713 Irvine, California
Zero Impact Solutions
Posted 7 days ago
Job Viewed
Job Description
Benefits:
Retirement Plan
Dental insurance
Health insurance
Paid time off
Training & development
Company Description:
We are an end-to-end Renewable Energy provider, offering products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage and Hydroponic systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. We are a licensed C-10 contractor and operate construction crews in various areas of CA and soon the rest of the U.S.
The Job Overview
This is mid to senior level role. We are on the lookout for highly motivated individuals with a background in EVSE/OCPP customer service, coupled with excellent communication skills. As a Technical Support manager, your primary responsibility will be to support and communicate updates with clients. Collaborating closely with sales and engineering teams, you will play a key role in tracking project completion and being the primary point of contact with our clients. This is an exceptional opportunity for individuals eager to immerse themselves in the EV charging and renewable energy industry.
Responsibilities
Coordinate scheduling between several service providers and the internal team’s shifts to ensure we have 24/7 coverage for our EVOLV Charging platform.
Act as the frontline support for customer inquiries providing timely and effective resolution to tickets and issues. This includes but is not limited to issues related to: Billing, account management, charging accessibility and convenience, or troubleshooting charging hardware and software.
Communicate department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner.
Monitor the team’s call and activity performance and provide coaching and training to encourage a culture of excellence.
Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products.
Occasionally able to travel into the field to provide hands-on technical support to high-value customers to ensure lasting relationships.
Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards.
Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting.
Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge.
Maintain a deep understanding of the organization’s products, services, and technical infrastructure.
Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods.
Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making.
Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly.
Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies.
Requirements and skills
Bachelor’s degree in computer science, engineering, a related field, or equivalent experience.
Must have 3+ years of leadership experience and have excelled at leading a team of technically focused agents.
Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
You have 5+ years of customer technical support experience where you solved problems that were technical.
Experience at building and staffing a technical support team from the ground up.
Experience designing and maintaining a technical support program
You are flexible. While you have a set schedule there may be times where you need to cover for your team.
Your attention to detail is unmatched. You find details that are often overlooked by co-workers and can use them to solve repetitive problems.
You have a background in EV charging or experience at an existing organization.
You have a history of leading technical teams with ten plus team members.
You have built a technical support program from scratch and have the data to show its success.
Zero Impact Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
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3
Technical Support Manager ( {{city}})
49441 Norton Shores, Michigan
Structural Concepts Corporation
Posted 4 days ago
Job Viewed
Job Description
Purpose of the job
The Technical Support Manager drives responsive, high-quality technical and warranty support, ensuring high levels of customer satisfaction. This role leads the resolution of complex technical issues, optimizes service processes, and fosters strong customer relationships to enhance the SCCs reputation and customer retention.
Essential Job Responsibilities
- Champion Exceptional Customer Support: Lead the technical support team to deliver timely, accurate, and effective solutions to customer inquiries and issues.
- Optimize Service Delivery Processes: Develop and implement standardized procedures for technical support to improve efficiency and quality.
- Service Delivery: Develop productive relationships with external service partners to ensure 95% of field repairs are completed within SLA timeframes, maintaining high-quality service standards.
- Knowledge Management: Build and maintain robust systems for managing critical data, service parts identification and troubleshooting guides; and for developing the skills of field service providers. Develop effective tools for maintaining troubleshooting guides, procedures, work instructions, forms and training materials.
- Team Development: Mentor a team of technical support professionals, fostering skill development and performance improvement through training and performance metrics.
- Strengthen Customer Relationships: Act as the point of escalation for complex technical issues.
- Improve Operational Efficiency: Analyze service data and implement process improvements, reducing warranty costs by 10% annually while maintaining or improving service quality. Collaborate with Engineering, Operations, and Quality to ensure warranty feedback is translated into countermeasures that reduce overall warranty claim rates.
- Perform other duties as necessary in support of business objectives. This document provides guidance and is not intended to limit the thinking and creativity of the person in this role.
Essential Qualifications
- Education: Bachelors degree in mechanical engineering, business administration or related field. Certifications in refrigeration a plus.
- Experience: 5+ years in technical or field service
- -OR- equivalent experience and professional training.
- Able to troubleshoot equipment problems over the phone with field technicians, engineers, customers and sales reps.
- Excellent verbal and written communication skills, with the ability to effectively engage with customers, external partners, and senior leadership.
- High level of knowledge of MS desktop applications
- Experience with ERP (preferably Epicor Kinetic) and customer ticketing systems.
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4
Engineering and Technical Support Manager
92551 Moreno Valley, California
Metrea Management LLC
Posted 7 days ago
Job Viewed
Job Description
Company Overview
Metrea is a defense company dedicated to translating commercial innovation into solutions for the hardest problems in national security. With deep mission expertise, Metrea focuses on delivering effects-as-a-service across Aerospace, Electromagnetic & Cyber, Digital & Synthetic domains via its capability groups. Metrea also consists of six support groups (Operations, People, Finance, Legal, Strategy and Solutions) that guide the development of specific capabilities that Metrea's files (product, projects, programs etc.) leverage to achieve their targets.
Group Overview
Air Mobility Group (AIRMOB) is responsible for developing and delivering Metrea's aerial refueling (AAR) capabilities, ensuring the readiness and operational effectiveness of the tanker fleet. AIRMOB oversees fleet management, maintenance, and airworthiness, working to sustain and enhance refueling operations. It manages the integration of new processes and technologies, ensuring that tanker aircraft remain mission-ready through effective logistics, maintenance oversight, and regulatory compliance. By coordinating across various teams, AIRMOB ensures the fleet meets both current and future operational needs, supporting a range of specialized air mobility missions.
Position Summary
The Manager, Engineering and Technical Support oversees modifications and engineering activities, assuming responsibility for aircraft configuration management, and providing technical support for Maintenance and Flight Operations through select component or aircraft SMEs.
Role and Responsibilities
Our Firmware
Metrea's single core value, "rooted in humility," is supported by four key attributes: entrepreneurial, systematic, discerning, and over-deliver. These attributes, combined, form our Teammate Firmware, our culture. We explore these attributes during the hiring process when we grow our teams and continually support the growth of our culture. We are a hyper-collaborative, dynamically hierarchical organization united by a passion for what we do, how we do it, who we do it with, and who we do it for.
Benefits
Medical insurance options
Dental and vision insurance
Retirement plan eligibility
Work Authorization / Security Clearance
Employee must be able to work legally in the US.
AAP/EEO Statement
Metrea Special Management LLC (MSM) is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law.
Position Type and Expected Hours of Work
This is a full-time non-exempt position with typical working hours of Monday through Friday, 9:00 a.m. to 6:00 p.m. Hours and work shifts may change in accordance with department and business needs. Exempt Employees must have the ability to be on-call and available, as business needs require. Non-Exempt employees may be required to work over 40 hours per week with approval from the department manager.
Work Location
Temecula and Moreno Valley CA
Work Environment
This job operates in an office setting
Travel
If located in the Temecula CA area (Riverside, Orange, and San Diego counties), other travel requirements are up to 25%.
Metrea is a defense company dedicated to translating commercial innovation into solutions for the hardest problems in national security. With deep mission expertise, Metrea focuses on delivering effects-as-a-service across Aerospace, Electromagnetic & Cyber, Digital & Synthetic domains via its capability groups. Metrea also consists of six support groups (Operations, People, Finance, Legal, Strategy and Solutions) that guide the development of specific capabilities that Metrea's files (product, projects, programs etc.) leverage to achieve their targets.
Group Overview
Air Mobility Group (AIRMOB) is responsible for developing and delivering Metrea's aerial refueling (AAR) capabilities, ensuring the readiness and operational effectiveness of the tanker fleet. AIRMOB oversees fleet management, maintenance, and airworthiness, working to sustain and enhance refueling operations. It manages the integration of new processes and technologies, ensuring that tanker aircraft remain mission-ready through effective logistics, maintenance oversight, and regulatory compliance. By coordinating across various teams, AIRMOB ensures the fleet meets both current and future operational needs, supporting a range of specialized air mobility missions.
Position Summary
The Manager, Engineering and Technical Support oversees modifications and engineering activities, assuming responsibility for aircraft configuration management, and providing technical support for Maintenance and Flight Operations through select component or aircraft SMEs.
Role and Responsibilities
- Coordinate and liaison engineering functions for the performance of TCTOs, AMOCs, ADs, SBs and major repairs/alterations with manufacturers, external engineering agencies, and the Head of Maintenance.
- Lead and manage a team of technical subject matter experts and liaison with both internal and external engineering and technical organizations.
- Research and develop short- and long-term roadmaps to address sustainment issues such as parts/systems obsolescence, reliably and maintainability, and enhance mission effectiveness.
- Maintain Engineering Order (EO), TCTO and modifications indexes, and records of Major Repairs/Alterations (Dent & Buckle program) for each aircraft.
- Coordinate the development of all necessary engineering and technical documentation required to complete aircraft, engine and appliance alterations within regulatory and company schedule and budgetary requirements.
- Oversee the Weight & Balance and Configuration programs in coordination with the Configuration Control Manager, Flight Operations and Head of Maintenance.
- Develop, issue and control Fleet Campaign Directives (FCD) in coordination with Maintenance Programs, and the Heads of Maintenance, Airworthiness and Technical Services.
- Obtain regulatory approval when required for modifications/repairs performed on aircraft, powerplants and components in coordination with Head, Tanker Technical Services and the Head of Airworthiness.
- Participate in industry working groups, steering committees, meetings and conferences.
- Lead a team of select subject matter experts providing technical support throughout the Tanker Maintenance and Airworthiness Department
- 10+ years experience developing Engineering Authorizations/Orders (EAs/EOs) for performance of ADs, TCTOs, and SBs.
- Experience in military aircraft maintenance and inspection programs and technical data.
- 10+ years experience performing maintenance on C/KC-135 aircraft.
- Experience with aircraft modifications and upgrades.
- Experienced with aircraft weight & balance processes, procedures, and regulatory requirements.
- Experience managing engineering functions in a commercial airline environment.
- Supervisor experience managing and leading teams.
- Ability to understand complex technical data/documents and translate them to maintenance instructions.
- Experience with compliance monitoring tools and aviation maintenance software platforms.
- Project management experience, including software implementation and cross-functional coordination.
- Excellent problem-solving, analytical and communication skills.
- A&P License preferred
- Aircraft Weight & Balance certification preferred
- Valid Passport
- Valid Driver's License
- Highly computer literate. Ability to develop tools to support position responsibilities.
- Experience utilizing aviation MIS platforms (CAMS, GO81, AMOS, FlightDocs/Veryon)
- Proficient with Microsoft Office Suite
Our Firmware
Metrea's single core value, "rooted in humility," is supported by four key attributes: entrepreneurial, systematic, discerning, and over-deliver. These attributes, combined, form our Teammate Firmware, our culture. We explore these attributes during the hiring process when we grow our teams and continually support the growth of our culture. We are a hyper-collaborative, dynamically hierarchical organization united by a passion for what we do, how we do it, who we do it with, and who we do it for.
Benefits
Medical insurance options
Dental and vision insurance
Retirement plan eligibility
Work Authorization / Security Clearance
Employee must be able to work legally in the US.
AAP/EEO Statement
Metrea Special Management LLC (MSM) is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law.
Position Type and Expected Hours of Work
This is a full-time non-exempt position with typical working hours of Monday through Friday, 9:00 a.m. to 6:00 p.m. Hours and work shifts may change in accordance with department and business needs. Exempt Employees must have the ability to be on-call and available, as business needs require. Non-Exempt employees may be required to work over 40 hours per week with approval from the department manager.
Work Location
Temecula and Moreno Valley CA
Work Environment
This job operates in an office setting
Travel
If located in the Temecula CA area (Riverside, Orange, and San Diego counties), other travel requirements are up to 25%.
View Now
5
Customer Experience Technical Support Manager
99811 Juneau, Alaska
Nelnet
Posted 3 days ago
Job Viewed
Job Description
Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
View Now
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About the latest It support manager Jobs in United States !
6
Customer Experience Technical Support Manager
62762 Springfield, Illinois
Nelnet
Posted 3 days ago
Job Viewed
Job Description
Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
View Now
7
Customer Experience Technical Support Manager
96823 Honolulu, Hawaii
Nelnet
Posted 3 days ago
Job Viewed
Job Description
Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
View Now
8
Customer Experience Technical Support Manager
19904 Rising Sun, Maryland
Nelnet
Posted 3 days ago
Job Viewed
Job Description
Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (
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