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Director Technical Support Jobs in Wisconsin (NOW HIRING)

Biopharma Careers

WI · On-site

$200 - $250/hr

The Associate Director Technical Operations will report to the Director of the Tech Ops business ... This includes leadership of in-line product support for processes, project definition and ...

Flextronics - The Flex Company

WI · On-site

$100 - $125/hr

Reporting to the Director, Field Applications the Field Service Technical Support (Texas) will be accountable for providing technical guidance and information to customers on a pre-sales and post ...

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Director Technical Support information

What does a director of technical support do?

A Director of Technical Support oversees the technical support department, setting strategies and goals to ensure customers receive timely and effective assistance. They manage support teams, develop processes to improve customer satisfaction, and collaborate with other departments to resolve complex technical issues. This role also involves analyzing support metrics, implementing new technologies, and ensuring the team is well-trained to address evolving customer needs.

What are the main challenges a director of technical support faces in managing a distributed support team?

A Director of Technical Support often manages teams spread across different locations and time zones, which can create challenges in communication, knowledge sharing, and maintaining consistent service quality. Balancing workload distribution, ensuring all team members receive proper training, and fostering a cohesive team culture are also key concerns. Success in this role requires implementing effective communication tools, creating clear escalation processes, and promoting a collaborative environment despite physical distances.

What are the key skills and qualifications needed to thrive as a director of technical support, and why are they important?

To thrive as a Director of Technical Support, you need deep expertise in technical troubleshooting, customer service leadership, and team management, often supported by a degree in computer science or a related field. Familiarity with CRM platforms, ticketing systems, ITIL frameworks, and relevant certifications like HDI or ITIL are typically important. Strong communication, strategic thinking, and problem-solving abilities set outstanding directors apart, as does the capacity to motivate cross-functional teams. These skills are vital for ensuring customer satisfaction, operational efficiency, and the alignment of support initiatives with business objectives.

What is the difference between Director Technical Support vs Technical Support Manager?

AspectDirector Technical SupportTechnical Support Manager
ResponsibilitiesOversees multiple support teams, develops strategic initiatives, manages high-level client relationshipsManages daily support operations, supervises support staff, ensures customer satisfaction
Required CredentialsBachelor's degree, extensive experience in technical support, leadership skillsBachelor's degree, experience in technical support, team management skills
Work EnvironmentStrategic planning, cross-department collaboration, executive meetingsSupport centers, customer service teams, direct client interactions

The main difference is that the Director Technical Support focuses on strategic leadership and high-level management, while the Technical Support Manager handles daily operations and team supervision. Both roles require technical expertise and leadership skills, but the director role involves broader organizational responsibilities.

What are the most commonly searched types of Technical Support jobs in Wisconsin?

The most popular types of Technical Support jobs in Wisconsin are:

What are popular job titles related to Director Technical Support jobs in Wisconsin?

For Director Technical Support jobs in Wisconsin, the most frequently searched job titles are:

What job categories do people searching Director Technical Support jobs in Wisconsin look for?

The top searched job categories for Director Technical Support jobs in Wisconsin are:

What cities in Wisconsin are hiring for Director Technical Support jobs?

Cities in Wisconsin with the most Director Technical Support job openings:

Director Technical Support jobs near you
Infographic showing various Director Technical Support job openings in Wisconsin as of June 2026, with employment types broken down into 33% Full Time, 63% Part Time, 1% Temporary, and 3% Contract. Highlights an 89% Physical, 4% Hybrid, and 7% Remote job distribution.

Technical Support Team Lead

Johnson Health Tech North America Inc

Cottage Grove, WI • On-site

Full-time

Medical, Dental, Life, Retirement, PTO

Posted 11 days ago

Johnson Health Tech rating

8.1

Company rating: 8.1 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

156th of 499 rated machine equipment manufacturers

Job description

Description

Be the Go-To Expert for a High-Performing Support Team

At Johnson Health Tech North America, delivering a best-in-class customer experience starts with having knowledgeable people who are passionate about solving problems and helping others succeed. We're looking for a Technical Support Team Lead to serve as the primary technical resource for our Customer Technical Support team, providing guidance, expertise, and support to both our frontline agents and customers.


This is an ideal opportunity for someone who enjoys troubleshooting complex issues, mentoring peers, collaborating across departments, and making a direct impact on both customer satisfaction and team success. While this is not a supervisory role, you'll play a critical leadership role within the department as a trusted resource and subject matter expert.


What you'll do: 

As a Technical Support Team Lead, you'll serve as the bridge between frontline support teams, internal departments, service providers, and customers by: 

  • Acting as the first point of contact and technical expert for Customer Technical Support agents
  • Assisting team members with complex troubleshooting, diagnostics, and customer situations
  • Researching and resolving escalated product, service, and technical issues
  • Supporting customers, technicians, and business partners through effective communication and follow-up
  • Guiding agents on processes, procedures, and best practices to ensure consistency and quality
  • Monitoring team activity and helping frontline agents stay on track with schedules, priorities, and workloads
  • Coordinating with internal departments to drive resolution on customer concerns
  • Creating parts orders, scheduling service technicians, and gathering necessary billing information
  • Maintaining accurate customer records and case documentation
  • Supporting service provider requests and helping facilitate successful service outcomes
  • Identifying opportunities for process improvements and sharing recommendations with leadership
  • Providing backup support to customer-facing queues when business needs require

 What Success Looks Like

In this role, you'll be successful when you:

  • Become a trusted technical resource for the Customer Technical Support team
  • Help resolve customer issues quickly, accurately, and professionally
  • Maintain strong relationships with internal partners and service providers
  • Support team performance through coaching, collaboration, and knowledge sharing
  • Contribute to operational improvements that enhance the customer experience
  • Help the team consistently achieve key service and quality metric


Requirements

What We're Looking For:

Required Qualifications
  • High school diploma or equivalent
  • 12-18 months of Customer Technical Support experience with Johnson Health Tech North America
  • Experience utilizing Microsoft Office applications, CRM platforms, and SAP
  • Strong written and verbal communication skills
  • Ability to work on-site as required by business needs
Preferred Qualifications
  • Previous mentoring, coaching, lead, or supervisory experience
  • Experience working with third-party service or portal integrations
  • Experience supporting technical troubleshooting and customer issue resolution in a fast-paced environment

What Makes You a Great Fit

You may be a strong candidate if you are:

  • A natural problem solver who enjoys diagnosing and resolving complex issues
  • Comfortable being the person others turn to for guidance and support
  • Collaborative and effective at building relationships across teams
  • Highly organized with exceptional attention to detail
  • Calm and professional under pressure
  • Accountable, dependable, and motivated to see problems through to resolution
  • Adaptable and comfortable in a fast-paced environment where priorities can change quickly
  • Passionate about continuous learning, process improvement, and helping others succeed


Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Free access to our state-of-the-art onsite workout facility

Product discounts

Wellness programs

 Equal Opportunity Employer, including Veterans and Individuals with Disabilities. 

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