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Technical Support Manager Jobs in Raleigh, NC (NOW HIRING)

Litera

Manager, Technical Support

Raleigh, NC · On-site

This role spans both tactical oversight and long-term planning, similar to what leading technical support roles describe as merging strategic leadership with daily team management. Key ...

Litera

Manager, Technical Support

Raleigh, NC

This role spans both tactical oversight and long-term planning, similar to what leading technical support roles describe as merging strategic leadership with daily team management. Key ...

Litera

Manager, Technical Support

Raleigh, NC · On-site

The Manager, Customer Care will lead the frontline support function, ensuring operational ... in technical or customer support; a minimum of 2 years in leadership, ideally with SaaS or legal ...

Qualys

Technical Support Engineer

Raleigh, NC · On-site

English / Spanish ) The Technical Support Team is responsible for managing prompt resolution of global customer and partner service requests in a highly secured environment. The Technical Support ...

Qualys

Technical Support Engineer

Raleigh, NC · On-site

English / Spanish ) The Technical Support Team is responsible for managing prompt resolution of global customer and partner service requests in a highly secured environment. The Technical Support ...

Qualys

Technical Support Engineer

Raleigh, NC · On-site

The Technical Support Team is responsible for managing prompt resolution to global customer and partner service requests in a highly secured environment. The primary function of this position is to ...

Qualys

Technical Support Engineer

Raleigh, NC · On-site

Lead in resolving technical issues, provide top-tier support, and contribute to world-class ... Experience in Vulnerability Management and Web Application Security/Firewall application support.

ServiceTrade

Technical Support Specialist

Durham, NC · On-site

Customer Resolution & Queue Management: Spend approximately 90% of your time doing high-quality ... A minimum of 1 year SaaS experience or 2-3 years technical customer support experience. * Excellent ...

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All JobsTechnical Support Manager JobsTechnical Support Manager Jobs in Raleigh, NC

Technical Support Manager information

See Raleigh, NC salary details

$28.7K

$83.5K

$143.4K

How much do technical support manager jobs pay per year?

As of Jun 26, 2026, the average yearly pay for technical support manager in Raleigh, NC is $83,510.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,200.00 and $101,100.00 per year, depending on experience, location, and employer.

What is the role of a technical support manager?

A technical support manager oversees a team responsible for resolving technical issues for customers or internal users, ensuring timely and effective support. They coordinate support activities, develop troubleshooting procedures, and may analyze support metrics to improve service quality, often using tools like ticketing systems and requiring strong communication and technical skills.

Is AI replacing tech support?

As a Technical Support Manager, understanding AI's role is important; AI tools are increasingly automating routine support tasks, such as troubleshooting and FAQs, but human oversight remains essential for complex issues and customer interactions. AI enhances efficiency but does not fully replace the need for skilled support staff. Technical support roles continue to evolve with technology, emphasizing skills in managing AI tools and customer service.

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 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.

What is a technical manager's salary?

The salary of a Technical Support Manager typically ranges from $70,000 to $120,000 annually, depending on experience, location, and company size. Factors such as certifications, technical skills, and leadership experience can influence compensation levels.

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 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 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.

How much do technical support managers make in the US?

Technical Support Managers in the US typically earn between $60,000 and $110,000 annually, with the median salary around $80,000. Salaries vary based on experience, location, company size, and industry, and the role often requires strong technical knowledge and leadership skills.
More about Technical Support Manager jobs
What are the most commonly searched types of Technical Support jobs in Raleigh, NC? The most popular types of Technical Support jobs in Raleigh, NC are:
What are popular job titles related to Technical Support Manager jobs in Raleigh, NC? For Technical Support Manager jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Technical Support Manager jobs in Raleigh, NC look for? The top searched job categories for Technical Support Manager jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Technical Support Manager jobs? Cities near Raleigh, NC with the most Technical Support Manager job openings:
Technical Support Manager jobs near you
Manager, Technical Support

Manager, Technical Support

Litera

Raleigh, NC • On-site

Full-time

Medical, Retirement, PTO

Posted 8 days ago

Job description

Job Description
Join Our Team at Litera: Where Legal Technology Meets Excellence
Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life's work.
Overview: As a Manager, Customer Care at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. We are looking for an experienced Support Manager to lead our frontline support function, delivering operational efficiency, coaching talent, and maintaining exceptional service standards. The ideal candidate will blend strategic insight with hands-on management, ensuring daily operations stay on track while continuously improving customer outcomes and internal processes. This role spans both tactical oversight and long-term planning, similar to what leading technical support roles describe as merging strategic leadership with daily team management.
Key Responsibilities:
  • Daily Case Operations & SLA Management
    Queue Leadership: Oversee ticket triage across Litera products (e.g., Litera One, Kira), ensuring balanced distribution and timely attention.
    SLA Strategy: Wrap your arms around SLA threshold monitor closely and escalate proactively as cases approach breaches, especially for high-stakes legal accounts.
    Operational Reviews: Lead daily operations stand-ups, review backlog status, prioritize case reopening, and identify automation or process gaps.
    Cross-Functional Sync: Create strong alignment with other teams (Engineering, Product, QA) to manage escalations or support-level breaches efficiently.
  • Team Performance & Coaching
    1:1s & Reviews: Conduct weekly 1:1s, formal quarterly reviews, and career growth planning sessions.
    Onboarding Excellence: Design and deliver thorough onboarding-covering Litera's product suite, support tools, best practices (like Coaching Best Practices), and the company culture.
    Continuous Skill Growth: Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops.
    High-Performing Culture: Model a player-coach approach-step in to assist with complex cases or help clear backlogs as needed.
  • Customer Experience & Case Quality
    Standards Enforcement: Enforce consistency in tone, clarity, documentation, and product usage across all support responses.
    KPI Monitoring: Track CSAT, First Contact Resolution (FCR), and reopen rates; perform root cause analysis for declines, then deploy improvement initiatives.
    Escalation Stewardship: Own escalations for high-impact clients-ensuring urgency, clarity, and speedy resolution.
    Feedback Loop: Channel customer feedback to Product and Engineering teams for product refinements or feature adjustments.
  • Process Adherence & Reporting
    Playbook Compliance: Ensure team adherence to support playbooks, entitlement checks, internal SLAs, and tooling procedures.
    Reporting Cadence: Generate daily, weekly, and monthly dashboards summarizing queue health, SLA adherence, CSAT, and risk markers for senior leadership.
    Continuous Improvement: Identify recurring patterns and coordinate improvement initiatives-e.g., refine documentation, introduce macros, or automate routing workflows.
    Governance: Audit case quality, running QA sessions, and spearhead service improvement planning.

Key Capabilities & Traits
  • Team Leadership & Development
    • Inspire and coach a dynamic team, especially across experience levels-through tailored feedback and empathy.
  • Operational Discipline
    • Juggle high volumes of cases with grace; understand SLAs, entitlement rules, and workflow optimization.
  • Customer Advocacy
    • Deliver impactful and personalized service, especially for high-value clients, and escalate with clarity when needed
  • Communication & Collaboration
    • Effectively communicate across individual contributors and cross-functional partners (Product, Engineering, Success).
  • Analytical Thinking & Accountability
    • Analyze metrics for patterns, own root-cause detection, and drive data-informed improvements confidently.

Qualifications:
  • Bachelor's in business, IT, Legal Studies, or equivalent customer-facing support experience or equivalent work experience
  • 5+ years in technical or customer support; a minimum of 2 years in leadership, ideally with SaaS or legal tech.
  • Hands-on with Zendesk, Salesforce Service Cloud, Jira, analytics/reporting dashboards.
  • Knowledge of KCS methodology; familiarity with case deflection tools or Service Improvement Plans, a plus.
  • Experience with Litera products or legal document management systems (e.g., DOCX, drafting tools), a plus.

Why Join Litera?
  • The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
  • Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
  • Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
  • Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
  • Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply