View Our Website View All Jobs

Technical Support Manager

InMotion Hosting is looking for a driven and team orientated Technical Support Manager to join us in our Virginia Beach, VA office. In this role, you will be leading our Advanced Technical Support team as they assist our high value customers with their dedicated and VPS hosting accounts.

We’re looking for someone who can inspire and guide the team to provide the highest level of customer service while encouraging their professional development. Our Technical Support Manager will use a balance of logic, creativity, and empathy to lead by example.

 

What You’ll Do:

  • Manage the Advanced Technical Support team ensuring a consistently high level of customer satisfaction
  • Manage daily operations of people, process, and technologies with effective use of resources
  • Enhance standard operating procedures including hiring, developing, and retaining talents in alignment with our strategy and KPIs
  • Analyze and facilitate solutions for complex technical tasks with a focus on achieving an efficient Time-to-Resolution
  • Drive team performance improvement through mentoring and training
  • Coordinate with other leaders and departments to maintain our Knowledge Base for both internal and external customer self-service portals
  • Construct and present service operational performance and product performance reports to drive strategic decisions

 

What You’ll Get:

  • Profit Sharing twice yearly based on performance and hire date
  • Free weekly snacks and free lunch on Tuesdays
  • Medical, Dental, Vision Disability, Life Insurance and 401k plans
  • The opportunity to lead an awesome team in an established and growing company

 

Ideal Candidates Have:

  • 6+ years’ experience in leading a client-facing support services team
  • Strong leadership skills with the ability to build next generation leaders
  • Project management skills including the ability to distribute tasks among team members to maximize team productivity
  • Experience with reporting trends, analyzing the root cause, and overall analytics
  • Strong track record of results through collaborating across a company
  • Strong organizational, troubleshooting, and critical thinking skills
  • The belief that “Thrilling the Customer” is essential to the success of a product, service, and organization

 

The below is optional but can help make you a top candidate:

  • Bachelor’s degree in Business Administration, Information/Technology Management, or of related field
  • Knowledge of web hosting technologies including cPanel and/or WHM
  • Experience with Linux and/or Unix systems
  • ITIL Service Operations, Knowledge Centric Support (KCS) experience
  • A background in technical support services
  • A hunger to learn and ability to adapt

 

A few more things:

  • Paid Time Off and Company Paid Holidays
  • Awesome Company Parties and Onsite Events
  • A free VPS
  • A fun, relaxed working environment with a casual dress code

 

Location:

  • Virginia Beach, VA

 

Learn more about what it is like working at InMotion and yes, we have the best parties in town. Check out our products here.

 

InMotion Hosting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, .docx, .odt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file