Aldrich
Technical Support Manager
Aldrich, Lake Oswego, Oregon, United States, 97034
Job Type
Full-time
Description
We are seeking a highly motivated Technical Support Manager. This is an exciting opportunity for someone who has hands-on experience in tech support and is ready to take the next step into leadership. The role will oversee two dedicated tech support specialists bolstered by a robust MSP environment.
The ideal candidate is passionate about ensuring seamless operations and vendor management. This role will involve managing escalations, fostering vendor relationships, and developing technical support reporting, with a long-term vision of overseeing full MSP support operations. If you're ready to grow into a leadership position, make an impact, and contribute to the evolution of our technical support strategy, we invite you to apply.
You'll Get a Chance To
Ownership for employee support across seven locations: Portland, Spokane, Salem, Carlsbad, San Diego, Brea, and Mumbai. Maintain strong relationships with Managed Service Provider (MSP) and key software vendors to ensure Service Level Agreement (SLA) compliance and address service gaps managing new service contracts, contract renewals, and vendor reviews. Act as the primary escalation point, ensuring timely resolution of complex issues and minimizing impact. Collaborate with Aldrich's Cybersecurity team on security incidents and our overall endpoint security approach. Oversee support reporting, tracking KPIs and score cards and identifying improvement areas. Identify and implement process improvements to enhance support efficiency and reduce escalations. Ensure support activities align with client needs, driving customer satisfaction and loyalty. Stay updated on the latest technologies, trends, and best practices. What You Bring to the Team
3+ years of experience in technical support or IT operations, with team leadership or project management. Proven experience managing technology vendors and maintaining service-level agreements (SLAs). Strong analytical skills for developing actionable insights from support data and identifying trends. Demonstrated expertise in escalation management, with a track record of resolving complex technical issues efficiently. Excellent communication and interpersonal skills to manage internal teams, vendors, and employee relationships effectively. Strong organizational skills with an ability to manage multiple priorities and meet deadlines. Experience with IT service management (ITSM) frameworks, such as ITIL. Familiarity with cloud platforms, enterprise applications, and modern support tools. Knowledge of reporting tools and data visualization techniques to drive insights. Requirements
How We'll Reward You
At Aldrich, we know a great client experience starts with an exceptional employee experience. Aldrich offers a comprehensive benefits package that includes:
Health Insurance Benefits : medical, dental, vision, life, and disability insurance as well as health savings, flexible spending, and dependent care Retirement Savings : 401(k) plan with 1.5% match and 5% discretionary profit sharing Time Off : 5 weeks of vacation and sick leave in the form of a Paid Time-Off bank, 10 Paid Holidays, 16 Hours of Volunteer Time, 6 week paid Sabbaticals every 7 years, and 6 weeks Paid Parental Leave
This information is provided in compliance with applicable state equal pay and pay equity legislation. It is in the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. At Aldrich, it is not typical for an individual to be hired at or near the top of the range for their role and compensations decisions are dependent on facts and circumstances of each candidate. The compensation offered may vary based on factors including experience, skills, education, location, and other job-related reasons. Aldrich makes internal equity a consideration in all pay decisions. A reasonable estimate of the current salary range for the full-time position is $85,000 - $105,000.
For a full summary of our benefit offerings, check out Life at Aldrich at https://aldrichadvisors.com/careers/life-at-aldrich/ .
Why Aldrich
Aldrich is a growth-minded west coast regional professional services firm with an innovative and entrepreneurial spirit. We are a values driven firm committed to accountability, agility, collaboration, and respect.
Aldrich's leadership philosophy encompasses the firm's clearly defined mission, vision, and values. We exist to improve the lives of our people, our clients and our communities.
Honoring why we exist and our people as our number one priority, Aldrich is committed to providing opportunities to develop the whole person and ensure employees can bring their authentic selves to our shared mission. Aldrich supports individuals' pursuit of wild success in life and work, and their ability to impact their colleagues, clients, and communities. Aldrich is an equal opportunity employer.
Check out more about Aldrich at https://aldrichadvisors.com/ .
What You Should Know
This is a full-time, in-office position. Our standard office hours are Monday - Friday, 8 AM - 5 PM, ensuring consistency and accessibility for our clients and colleagues. The position does not require on-call coverage.
To Apply
Submit your resume.
Full-time
Description
We are seeking a highly motivated Technical Support Manager. This is an exciting opportunity for someone who has hands-on experience in tech support and is ready to take the next step into leadership. The role will oversee two dedicated tech support specialists bolstered by a robust MSP environment.
The ideal candidate is passionate about ensuring seamless operations and vendor management. This role will involve managing escalations, fostering vendor relationships, and developing technical support reporting, with a long-term vision of overseeing full MSP support operations. If you're ready to grow into a leadership position, make an impact, and contribute to the evolution of our technical support strategy, we invite you to apply.
You'll Get a Chance To
Ownership for employee support across seven locations: Portland, Spokane, Salem, Carlsbad, San Diego, Brea, and Mumbai. Maintain strong relationships with Managed Service Provider (MSP) and key software vendors to ensure Service Level Agreement (SLA) compliance and address service gaps managing new service contracts, contract renewals, and vendor reviews. Act as the primary escalation point, ensuring timely resolution of complex issues and minimizing impact. Collaborate with Aldrich's Cybersecurity team on security incidents and our overall endpoint security approach. Oversee support reporting, tracking KPIs and score cards and identifying improvement areas. Identify and implement process improvements to enhance support efficiency and reduce escalations. Ensure support activities align with client needs, driving customer satisfaction and loyalty. Stay updated on the latest technologies, trends, and best practices. What You Bring to the Team
3+ years of experience in technical support or IT operations, with team leadership or project management. Proven experience managing technology vendors and maintaining service-level agreements (SLAs). Strong analytical skills for developing actionable insights from support data and identifying trends. Demonstrated expertise in escalation management, with a track record of resolving complex technical issues efficiently. Excellent communication and interpersonal skills to manage internal teams, vendors, and employee relationships effectively. Strong organizational skills with an ability to manage multiple priorities and meet deadlines. Experience with IT service management (ITSM) frameworks, such as ITIL. Familiarity with cloud platforms, enterprise applications, and modern support tools. Knowledge of reporting tools and data visualization techniques to drive insights. Requirements
How We'll Reward You
At Aldrich, we know a great client experience starts with an exceptional employee experience. Aldrich offers a comprehensive benefits package that includes:
Health Insurance Benefits : medical, dental, vision, life, and disability insurance as well as health savings, flexible spending, and dependent care Retirement Savings : 401(k) plan with 1.5% match and 5% discretionary profit sharing Time Off : 5 weeks of vacation and sick leave in the form of a Paid Time-Off bank, 10 Paid Holidays, 16 Hours of Volunteer Time, 6 week paid Sabbaticals every 7 years, and 6 weeks Paid Parental Leave
This information is provided in compliance with applicable state equal pay and pay equity legislation. It is in the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. At Aldrich, it is not typical for an individual to be hired at or near the top of the range for their role and compensations decisions are dependent on facts and circumstances of each candidate. The compensation offered may vary based on factors including experience, skills, education, location, and other job-related reasons. Aldrich makes internal equity a consideration in all pay decisions. A reasonable estimate of the current salary range for the full-time position is $85,000 - $105,000.
For a full summary of our benefit offerings, check out Life at Aldrich at https://aldrichadvisors.com/careers/life-at-aldrich/ .
Why Aldrich
Aldrich is a growth-minded west coast regional professional services firm with an innovative and entrepreneurial spirit. We are a values driven firm committed to accountability, agility, collaboration, and respect.
Aldrich's leadership philosophy encompasses the firm's clearly defined mission, vision, and values. We exist to improve the lives of our people, our clients and our communities.
Honoring why we exist and our people as our number one priority, Aldrich is committed to providing opportunities to develop the whole person and ensure employees can bring their authentic selves to our shared mission. Aldrich supports individuals' pursuit of wild success in life and work, and their ability to impact their colleagues, clients, and communities. Aldrich is an equal opportunity employer.
Check out more about Aldrich at https://aldrichadvisors.com/ .
What You Should Know
This is a full-time, in-office position. Our standard office hours are Monday - Friday, 8 AM - 5 PM, ensuring consistency and accessibility for our clients and colleagues. The position does not require on-call coverage.
To Apply
Submit your resume.