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Support Manager Jobs in Inver Grove Heights, MN (NOW HIRING)

Optomec, Inc

Support Manager

Saint Paul, MN · On-site

Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching ...

Optomec Inc

Support Manager

Saint Paul, MN · Remote

Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching ...

Brick & Bourbon

Core Support Manager

Stillwater, MN · On-site

Description: As a Core Support Manager it is imperative to be on the floor and proactive at all times. Having a presence vs being present is the most important element for successful shifts.

Brick & Bourbon

Core Support Manager

Maple Grove, MN · On-site

Description: As a Core Support Manager it is imperative to be on the floor and proactive at all times. Having a presence vs being present is the most important element for successful shifts.

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Support Manager information

See Inver Grove Heights, MN salary details

$23.5K

$70.9K

$126.3K

How much do support manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for support manager in Inver Grove Heights, MN is $70,889.00, according to ZipRecruiter salary data. Most workers in this role earn between $43,800.00 and $95,000.00 per year, depending on experience, location, and employer.

What does a support manager do?

A Support Manager oversees a team responsible for assisting customers or end-users with their issues, inquiries, and technical problems. They ensure high-quality customer service, manage workflows, and implement policies to improve support processes. Support Managers also train and mentor support staff, monitor performance metrics, and handle escalated cases. Their role is essential for maintaining customer satisfaction and supporting the overall goals of the organization.

What are some typical challenges a support manager faces when leading a customer service team, and how can they be addressed?

Support Managers often encounter challenges such as balancing team workload, maintaining high customer satisfaction, and handling escalated issues. Managing a diverse team with varying skill levels requires strong communication and coaching skills. Proactively setting clear expectations, implementing effective training programs, and leveraging data-driven performance metrics can help address these challenges. Regular feedback sessions and fostering a collaborative environment also contribute to team success and improved service quality.

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

To thrive as a Support Manager, you need strong leadership abilities, deep knowledge of customer service best practices, and relevant experience in support environments, often backed by a bachelor's degree. Familiarity with customer relationship management (CRM) software, ticketing systems, and analytics tools is typically required. Excellent communication, conflict resolution, and team-building skills help set outstanding Support Managers apart. These competencies enable effective team management, high customer satisfaction, and efficient support operations.

What is the difference between Support Manager vs Customer Service Supervisor?

AspectSupport ManagerCustomer Service Supervisor
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesSupervises customer service representatives, handles daily customer interactions
Required SkillsLeadership, technical knowledge, problem-solvingCommunication, conflict resolution, customer focus
Work EnvironmentSupport centers, technical environmentsCall centers, retail, service industries
Common CertificationsITIL, customer service management certificationsCustomer service certifications, leadership training

The Support Manager typically oversees support teams and handles escalations, requiring technical and leadership skills. In contrast, the Customer Service Supervisor focuses on daily customer interactions and team supervision. Both roles are vital in customer support but differ in scope and responsibilities.

How much do support managers make in the US?

Support managers in the US typically earn an average salary ranging from $50,000 to $80,000 per year, depending on experience, industry, and location. Senior support managers or those in larger organizations may earn higher salaries, often exceeding $100,000 annually. Compensation can also include bonuses and benefits related to team size and technical expertise.

What is the role of a support manager?

A support manager oversees customer support teams to ensure high-quality service, resolve issues efficiently, and improve customer satisfaction. They coordinate support operations, analyze performance metrics, and may use tools like ticketing systems to manage workflows.

What job categories do people searching Support Manager jobs in Inver Grove Heights, MN look for?

The top searched job categories for Support Manager jobs in Inver Grove Heights, MN are:

What cities near Inver Grove Heights, MN are hiring for Support Manager jobs?

Cities near Inver Grove Heights, MN with the most Support Manager job openings:

Support Manager jobs near you
Infographic showing various Support Manager job openings in Inver Grove Heights, MN as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 17% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $70,889 per year, or $34.1 per hour.

Support Manager

Optomec, Inc

Saint Paul, MN • On-site

Full-time

Re-posted 4 days ago

Job description

Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.
Key Responsibilities:
  • Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
  • Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
  • Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
  • Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
  • Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
  • Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
  • Oversee parts inventory and vendor relationships; coordinate "waiting on parts" workflows and vendor SLAs.
  • Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
  • Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
  • Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.

Requirements
Required Qualifications:
  • 4+ years managing field service or technical support teams with dispatch/field technicians.
  • Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).
  • Strong understanding of SLA design/enforcement and escalation matrices.
  • Excellent remote customer-facing communication skills; experience managing escalations virtually.
  • Proven coaching and people-management skills.
  • Comfortable working remotely and coordinating field activities without on-site customer visits.

Preferred Qualifications:
  • Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
  • Technical background in relevant equipment or systems serviced by your organization.
  • Experience with inventory/parts management and vendor coordination.
  • Certifications: ITIL Foundation or equivalent service management certification.

Core Skills:
  • Remote leadership and team development
  • Salesforce Service Cloud configuration & reporting
  • SLA management and escalation handling
  • Remote customer communication and stakeholder management
  • Analytical reporting and continuous improvement
  • Process documentation and knowledge management

Working Conditions:
  • No travel to customer sites. Occasional after-hours or on-call incident handling may be required.

To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.

Apply