Technical Support Manager

Responsibilities

• Team Leadership & Development: Lead, mentor, and coach Technical Support Engineers, fostering a high-performance culture and ensuring adherence to SLAs and best practices.
• Operational Oversight: Manage support queues in Zendesk, monitor workloads, and ensure efficient triage and resolution of issues across Symphony services, including messaging services, trader voice applications and hardware.
• Escalation Management: Oversee escalation to L3, engineering teams, ensuring issues are well-documented, communicated clearly, and resolved in a timely manner.
• Process & Quality Improvement: Implement standard operating procedures, conduct ticket reviews, and drive initiatives to enhance customer experience, reduce backlog, and improve response and resolution times.
• Stakeholder Collaboration: Act as the primary point of contact for product, engineering, and senior leadership regarding support performance, incident trends, and client-impacting issues.
• Reporting & Metrics: Track, analyse, and present key support metrics (e.g. response times, resolution rates, backlog levels, CSAT) to senior management.
• Training & Onboarding: Develop training content and oversee onboarding of new support engineers, ensuring consistent knowledge and high service standards.
• Required Qualifications:
• 10+ years experience in technical support with at least 3+ years in a management position
• Demonstrated success in leading customer-facing technical support teams in fast-paced, SLA-driven environments.
• Excellent communication and interpersonal skills with confidence in client and executive interactions.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Strong troubleshooting background with working knowledge of Windows OS, networking fundamentals (IP, DNS, VPN), SaaS platforms, and support tools (Zendesk, Jira).
• Experience with VoIP/SIP technologies, cloud PBX systems, or trader voice platforms strongly preferred.
• Understanding of SAML/SSO concepts and identity management.
• Working knowledge of AI/ML concepts, with the ability to lead teams in adopting AI-powered tools and solutions, is highly desirable.

Benefits

Additional Information

About us @Symphony Secure. Connected. Intelligent. Symphony is an AI-powered communication and technology company fueled by interconnected platforms: messaging, voice, directory and analytics. Our end-to-end encrypted technologies enable over 1,400 institutions to accelerate AI impact, prioritize data security, navigate complex regulatory compliance and optimize business interactions. Role Description: Symphony is seeking an experienced and highly organised Technical Support Manager to lead our New York based L2/L3 Support team. This leadership role is responsible for managing day-to-day operations of a team of Technical Support Engineers, ensuring exceptional service delivery to our financial services clients while driving operational excellence and continuous improvement. You will oversee a team providing second and third line support for Symphony Messaging and Voice (Cloud9) services, including administration, troubleshooting complex issues, and escalation management. The role requires strong customer focus, hands-on leadership, and the ability to collaborate across global support, product, and engineering teams.

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