Tech Support Manager

Position Title:

Tech Support Manager

Employment Type:
Full-Time

Department:
Operations – Technical Support

Location:
Denver, Colorado

Reports To:
Director of Operations & Customer Service

Position Overview:

The Tech Support Manager is responsible for overseeing Nomad Internet’s Tier 1 technical support operations, with direct oversight of internal teams and outsourced vendors. This role ensures all connectivity-related support issues—such as modem setup, signal troubleshooting, SIM card pairing, and user configuration—are resolved efficiently and within SLA. The ideal candidate brings hands-on experience in fixed wireless internet services, with a strong understanding of device diagnostics, tower-to-modem connectivity, and the typical customer support needs in a rural or mobile-use environment. The Tech Support Manager reports directly to the Director of Operations & Customer Service.

1. Team Oversight & Real-Time Support Management

  • Manage all Tier 1 tech support staff across internal and external teams

  • Monitor agent availability, queue volume, and live ticket flow throughout the day

  • Enforce real-time resolution expectations and shift adherence

  • Review and reassign misrouted or miscategorized tickets for proper handling

  • Serve as escalation point for unresolved Tier 1 issues, including connectivity and provisioning

2. SLA Enforcement & Technical Resolution

  • Enforce 95%+ SLA compliance for first-response time

  • Reduce average time-to-resolution by training agents on efficient diagnostic steps

  • Ensure agents consistently follow modem setup, signal testing, and SIM provisioning flows

  • Audit tickets daily to confirm resolution accuracy and root cause handling

  • Reinforce consistency in ticket tagging, note quality, and resolution documentation

3. Vendor Management & Quality Assurance

  • Oversee outsourced Tier 1 support vendor performance (e.g., TTEC)

  • Review 10+ random vendor-handled tickets weekly for quality, tone, and accuracy

  • Submit vendor scorecards weekly, flagging resolution gaps or underperforming agents

  • Ensure all external teams are using approved diagnostics and escalation workflows

  • Maintain unified queue visibility and reporting across internal and external support groups

4. Knowledge Management & Product Familiarity

  • Maintain the Tier 1 technical knowledge base for fixed wireless troubleshooting

  • Update SOPs for modem pairing, SIM activation, signal tests, and APN configuration

  • Collaborate with Training Manager to launch agent refreshers based on ticket trends

  • Track reopen rates and investigate knowledge or product gaps

  • Provide root cause summaries to Engineering or Product for persistent service-affecting issues

Key Objectives & Results (OKRs):

Objective 1: Enforce SLA and Live Queue Performance

  • Maintain 95%+ first-response SLA on Tier 1 tickets

  • Cut average resolution time by 20% within 60 days

  • Keep ticket reopen rate under 3%

Objective 2: Improve Technical Ticket Quality

  • Launch ticket QA scoring by Week 2

  • Audit 50+ tickets per week across all teams

  • Flag agents under 90% accuracy for retraining

Objective 3: Strengthen Vendor Discipline

  • Submit vendor QA report weekly with trend analysis

  • Conduct joint review sessions with vendor leadership by Week 4

  • Enforce action plans for any teams below standard compliance

Objective 4: Operationalize Wireless Support Infrastructure

  • Update and relaunch all fixed wireless SOPs by Week 6

  • Introduce new tagging structure for device, signal, and provisioning issues

  • Launch monthly connectivity issue report with resolution trends

Position Requirements:

  • Must manage Tier 1 support teams in real time across multiple platforms

  • Must enforce ticket quality, technical accuracy, and vendor SLA compliance

  • Must be comfortable resolving wireless service issues and enforcing SOP adherence

  • Must coordinate directly with Operations, Fulfillment, Activations, and Product for end-to-end ticket visibility

Required Qualifications:

  • 5+ years managing technical support teams, including remote and vendor-based Tier 1 agents

  • Direct experience supporting or managing fixed wireless internet service operations

  • Strong understanding of modem behavior, signal diagnostics, and mobile SIM provisioning

  • Skilled in helpdesk and CRM platforms (Zendesk, Freshdesk, HubSpot, etc.)

  • Demonstrated ability to reduce resolution time, enforce QA, and scale Tier 1 teams

  • High attention to detail, process ownership, and real-time support leadership

📬 How to Apply

Email jobs@nomadinternet.com with:

  • Your short video answering the above questions

  • A link to your resume or LinkedIn profile

  • Any relevant portfolio links or work samples