What are the responsibilities and job description for the Support Team Manager position at Network Center, Inc?
At Network Center, Inc. (NCI) our core values drive all that we do – Commitment to Employees, Dedication to Customer Success and Responsible Innovation. We are 100% employee-owned with a focus on a positive team-based culture. NCI is seeking a Support Team Manager to work in our Fargo office, leading a dedicated team of Support Specialists and Escalation Engineers.
The Opportunity
The Support Team Manager is a trusted leader who empowers the team to deliver exceptional customer experiences through strong relationships, expert technical support, and strategic initiatives that create value and accelerate growth. This role collaborates across the services division and partners with sales, operations, and admin to enhance team performance while delivering world-class customer service.
Essential Functions
- Lead, mentor, and coach the support team to deliver outstanding service and meet performance goals
- Act as a knowledgeable resource, ensuring the team understands both technical concepts and the strategic impact of NCI’s services
- Build strong relationships with customers by understanding their business needs and aligning support services to their goals
- Oversee daily operations of the support team, including ticket management, SLA compliance, and workload distribution
- Serve as the primary point of contact for escalated issues, coordinate across all internal teams to ensure ticket resolution, and verify customer satisfaction post-resolution
- Provide guidance on troubleshooting and technical best practices
- Stay current on emerging technologies and MSP industry trends
- Partner across internal teams to vet and onboard new products and\or services
- Participate in or lead (when appropriate) new technology rollouts to enhance service delivery
- Cultivate and sustain a wide range of technical skills across the team to anticipate and fulfill customer expectations
- Design and carry out a yearly certification roadmap to maintain and enhance team expertise
- Provide consistent coaching regarding ticket handling, job performance, career development, etc. by conducting regular one-on-ones and providing ongoing feedback
- Conduct annual performance reviews
- Develop, implement and continuously improve process documentation
- Identify opportunities for automation and efficiency improvements
- Maintain a proactive approach to enhancing processes and outcomes through continuous improvement
- Ensure compliance with security standards, data protection regulations, and company policies
- Promote cybersecurity awareness within the team and among customers
- Facilitate team building activities
- Participate in company events and actively support organizational initiatives to promote team engagement and business success
- Foster a positive team environment that stays true to the core NCI values
- Support onboarding and training for new team members
- Demonstrate a willingness to grow personally and professionally
What you need to succeed
- 3-5 years of experience in a technical support environment
- 2 years of leadership or supervisory experience preferred; mentoring background considered a strong asset
- Familiarity with KPIs and metrics for support performance (e.g., SLA compliance, CSAT scores)
- Understanding of ticketing systems and CRM platforms
- Understanding of ITIL framework
- Experience in creating and managing dashboards
- Ability to coach and develop team members
- Conflict resolution and problem-solving abilities
- Organizational skills for workforce planning and scheduling
Certifications (Preferred)
- CompTIA A , Network , Security for foundational IT skills