See below for abbreviated job responsibilities and requirements. If after reviewing, you are interested in learning more about this, or other leadership opportunities, please apply with your updated resume ASAP.
Title: Manager, Technical Support Operations
Compensation:$76,000–128,000 annually, depending on experience
Type: Direct Hire
Industry: Financial Services / Technology Support
Location: Tempe, AZ (Hybrid – 3 days onsite weekly)
Responsibilities
- Lead and support a team of technical service professionals handling inbound advisor and platform support inquiries through phone and email channels.
- Oversee daily operations including staffing, workflow management, escalation handling, coaching, and employee development.
- Drive team performance through regular feedback, engagement initiatives, and performance evaluations.
- Ensure service levels and response metrics are consistently achieved while delivering high-quality client support.
- Partner with internal teams to improve processes, enhance system functionality, and support operational initiatives.
- Assist with training development and mentor frontline staff on technical platforms and support procedures.
- Manage complex support escalations and coordinate resolutions across multiple business units.
- Monitor operational risks, ensure adherence to compliance requirements, and support audit readiness activities.
- Participate in identifying workflow improvements, efficiency opportunities, and service enhancements.
- Support incident management activities, including communication and coordination during system outages or disruptions.
- Minimum 3 years of experience managing teams within a technical support, help desk, or call center environment.
- Prior leadership experience with demonstrated ability to coach, motivate, and develop employees.
- Strong customer service orientation with the ability to manage escalated client situations effectively.
- Experience supporting technology platforms, troubleshooting processes, or advisor/client-facing systems.
- Excellent verbal and written communication skills with strong organizational abilities.
- Proficiency with Microsoft Office and service management/reporting tools.
- Ability to multitask and perform effectively in a fast-paced operational setting.
- Strong analytical mindset with focus on continuous process improvement and operational efficiency.
- Bachelor’s degree in Information Systems, Technology, Business, or related field.
- CompTIA A+ or other technical certifications.
- Experience in Tier 1 or Tier 2 technical support environments.
- Familiarity with workforce management, call monitoring, or analytics tools such as NICE, CXOne, Nexidia, or Tableau.
- Proven ability to build collaborative teams and foster a positive service culture.
Estimated Min Rate: $77000.00
Estimated Max Rate: $110000.00
What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:
- Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
- Health Savings Account (HSA) (for employees working 20+ hours per week)
- Life & Disability Insurance (for employees working 20+ hours per week)
- MetLife Voluntary Benefits
- Employee Assistance Program (EAP)
- 401K Retirement Savings Plan
- Direct Deposit & weekly epayroll
- Referral Bonus Programs
- Certification and training opportunities
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, 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, disability, or status as a protected veteran.
Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
By applying and submitting your resume, you authorize Yoh to review and reformat your resume to meet Yoh’s hiring clients’ preferences. To learn more about Yoh’s privacy practices, please see our Candidate Privacy Notice: https://www.yoh.com/privacy-notice
