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Technical Support Manager Jobs in Boston, MA (NOW HIRING)

UNAVAILABLE

Technical Support Specialist

Bedford, MA · On-site

$80 - $95/hr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

UNAVAILABLE

Senior Manager, Technical Support

Bedford, MA · On-site

$140 - $180/hr

Overview Job Summary The Senior Manager, Technical Support provides strategic leadership, operational direction, and people management for the North America Technical Support Groups across all ...

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Technical Support Specialist

Bedford, MA

$80K - $95K/yr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Werfen

Technical Support Specialist

Bedford, MA · On-site

$80K - $95K/yr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Werfen

Technical Support Specialist

Bedford, MA · On-site

$80K - $95K/yr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Werfen

Technical Support Specialist

Bedford, MA · On-site

$80K - $95K/yr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Werfen

Technical Support Specialist

Bedford, MA · On-site

$80K - $95K/yr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Amtech

Technical Support Specialist

Westford, MA · On-site

Job Summary: The Technical Support Specialist will support technical aspects of post market ... management. · Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ...

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Technical Support Specialist

Bedford, MA · On-site

$80 - $95/hr

Participated in additional projects as assigned by Technical Support Management * Other duties as assigned Networking/Key relationships * North America Commercial Operations * Client Services

Amtech

Technical Support Specialist

Westford, MA · On-site

Job Summary: The Technical Support Specialist will support technical aspects of post market ... management. • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ...

Vaisala

Technical Support Specialist

Boston, MA · On-site

$70 - $80/hr

Manage support cases efficiently to consistently meet response time, resolution, and customer satisfaction targets (KPIs and SLAs). * Investigate and resolve complex technical issues involving ...

Amtech

Technical Support Specialist

Westford, MA · On-site

$90 - $120/hr

The Senior Technical Support Specialist will lead advanced technical aspects of post market ... management. * Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ...

Vecna

Technical Support Specialist

Burlington, MA

Technical Support Specialist Description: Vecna seeks passionate, service and solution-oriented people to help build out our technical support team. You will work with technology and products that ...

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All JobsTechnical Support JobsTechnical Support Manager JobsTechnical Support Manager Jobs in Boston, MA

Technical Support Manager information

See Boston, MA salary details

$32K

$93.3K

$160.2K

How much do technical support manager jobs pay per year?

As of Sep 6, 2026, the average yearly pay for technical support manager in Boston, MA is $93,331.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,600.00 and $113,000.00 per year, depending on experience, location, and employer.

What is a technical support manager?

A technical support manager is in charge of the technical service operations for a company or organization. They oversee IT, engineering, or maintenance staff members to ensure the proper handling of network problems. Job duties include monitoring inventory, designing and implementing better processes or policies for operation, recommending product or service changes, and ensures all projects meet customer needs and budget requirements. Strong computer and communication skills are vital for this career. Qualifications begin with at least a bachelor’s degree in computer science or a related field and at least five years of relevant experience, including at least a couple years supervising. Employers typically prefer candidates to have a master’s degree in business administration.

What does a technical support manager do?

A Technical Support Manager oversees a team of technical support specialists who assist customers or clients with software, hardware, or technical issues. Their responsibilities include managing daily operations, training staff, developing support strategies, and ensuring high-quality customer service. They also analyze support metrics, handle escalated issues, and collaborate with other departments to improve products and services. Ultimately, their goal is to ensure efficient and effective resolution of technical problems while maintaining customer satisfaction.

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

To thrive as a Technical Support Manager, you need strong leadership, in-depth technical knowledge of products or services, and experience in troubleshooting and customer service, often supported by a degree in IT or a related field. Familiarity with ticketing systems (like Zendesk or Jira), ITIL certification, and knowledge of CRM or remote support tools are typically required. Excellent communication, conflict resolution, and team management skills help you motivate teams and manage challenging customer interactions. These skills ensure efficient support operations, high customer satisfaction, and effective resolution of technical issues.

What are some common challenges faced by technical support managers, and how can they address them?

Technical Support Managers often face challenges such as balancing team workload, handling escalated customer issues, and ensuring consistent service quality. Managing high-pressure situations and maintaining team morale during peak periods are also common. To address these, managers can implement clear escalation protocols, provide ongoing training, and foster open communication within the team. Regularly reviewing customer feedback and metrics helps identify areas for improvement, while supporting professional development keeps the team engaged and effective.

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

AspectTechnical Support ManagerTechnical Support Specialist
Required CredentialsBachelor's degree in IT, Computer Science, or related field; often leadership experienceAssociate's or Bachelor's degree; technical certifications (e.g., CompTIA, Microsoft)
Work EnvironmentSupervisory role overseeing support teams, managing escalationsHands-on technical support, troubleshooting customer issues
Employer & Industry UsageIT departments, tech companies, customer service centersHelp desks, technical support centers, IT service providers

The Technical Support Manager focuses on leading support teams, managing escalations, and strategic planning, while the Technical Support Specialist handles direct technical troubleshooting and customer assistance. Both roles require technical knowledge, but the manager's role emphasizes leadership and coordination.

How much does a technical support manager make in the US?

The average salary for a technical support manager in the US is around $70,000 to $100,000 per year, depending on experience, industry, and location. Managers with certifications or specialized technical skills may earn higher salaries, and the role often involves overseeing support teams and utilizing help desk software.
More about Technical Support Manager jobs

What are the most commonly searched types of Technical Support jobs in Boston, MA?

The most popular types of Technical Support jobs in Boston, MA are:

What are popular job titles related to Technical Support Manager jobs in Boston, MA?

For Technical Support Manager jobs in Boston, MA, the most frequently searched job titles are:

What job categories do people searching Technical Support Manager jobs in Boston, MA look for?

The top searched job categories for Technical Support Manager jobs in Boston, MA are:

What cities near Boston, MA are hiring for Technical Support Manager jobs?

Cities near Boston, MA with the most Technical Support Manager job openings:

Technical Support Manager jobs near you
Infographic showing various Technical Support Manager job openings in Boston, MA as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 20% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $93,331 per year, or $44.9 per hour.

Tier 1 Technical Support Manager

Level Data LLC

Boston, MA • Remote

$70K - $75K/yr

Full-time

Posted 16 days ago

Job description

Overview

The Tier 1 Technical Support Manager leads and develops our Tier 1 support team while remaining actively engaged in ticket resolution. This role is pivotal in maintaining service level agreements (SLAs), driving operational excellence, and fostering a coaching-focused team culture. The manager serves as both a leader and individual contributor, balancing people development, process improvement, and hands-on technical support to ensure we are not just solving tickets faster but preventing them from occurring in the first place.

Key Responsibilities

Team Leadership & Development

  • Lead and mentor Tier 1 support team members through coaching and accountability practices
  • Monitor response quality and provide constructive feedback to ensure consistent, high-quality customer interactions
  • Drive professional development and training initiatives to improve team competency and career growth
  • Make informed staffing decisions and recommend adjustments tooptimizeteam composition and performance (in consultation with leadership)

Operational Management

  • Oversee day-to-day and week-to-week helpdesk operations
  • Run and coordinate regular team touchpoints (e.g., L10 meetings) tomaintainalignment and address team needs
  • Serve as escalation path for complex, stalled, or unusual tickets, providingtimelyresolution support
  • Activelywork ticketsalongside the team,maintaininghands-on technical capabilities and leading by example
  • Monitor workload distribution and adjust assignments tomaintainefficiency and prevent team burnout

Performance & Metrics

  • Report on and interpret key support metrics to leadership (response time, resolution time, NPS, agent effectiveness, productivity)
  • Understand the drivers behind reported metrics and values toidentifyimprovement opportunities
  • Track progress against SLA targets and develop action plans to address gaps
  • Analyze per-agent performance metrics toidentifycoaching opportunities and celebrate successes

Strategic & Process Improvement

  • Thinkonthe business; rather than in the business; toidentifysystemic improvement opportunities
  • Recommend and implement process improvements to increase ticket close rates and overall team efficiency
  • Partner with Product and Engineering teams toidentifypotential bugs, feature gaps, or improvements that could proactively reduce ticket volume
  • Advocate for support perspective in product planning and development discussions
  • Use hands-on ticket experience to surface pain points and inform roadmap priorities

Communication & Coordination

  • Keep the team informed of company changes that may affect support (e.g., new product features, increased connector volume, system updates)
  • Coordinate with leadership on plans for new service support and launch readiness
  • Share learnings and best practices across support teams
  • Report on support capacity and resource needs as business requirements evolve

Leadership Philosophy

This role is empowered to lead the group and make decisions that drive results. You will:

  • Focus on target outcomes while having autonomy indetermininghow the team reaches those outcomes
  • Make staffing decisions and adjustments in consultation with the Director of Support
  • Leadthrough coaching and accountability rather than authority
  • Own both the team’s success and the continuous improvement of support operations

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