# 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


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### **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


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## 📬 How to Apply

Email [**jobs@nomadinternet.com**](mailto: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