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Technical Support Manager Jobs in Springfield, MA

E-Solutions

Sr. Technical Support

Hartford, CT

$37.80K - $47.40K/yr

Role: Sr. Technical Support - Site Lead/Executive Support - Onsite Tech Services (Windows) Location ... This position provides hands-on technical oversight of vendor-managed site teams , partners closely ...

Eppendorf SE

Technical Product Manager f/m/d

Enfield, CT · On-site

$75K - $85K/yr

Experience providing high-level technical support to internal and external customers, including the ... Demonstrated ability to manage cross-functional projects such as design changes, recalls and ...

E-Solutions

Executive Support Windows

Hartford, CT

$37.80K - $47.40K/yr

Sr. Technical Support - Site Lead/Executive Support - Onsite Tech Services (Windows) Location ... This position provides hands-on technical oversight of vendor-managed site teams, partners closely ...

Apple

US-Technical Expert

Holyoke, MA · On-site

$37.10K - $46.50K/yr

As a Technical Expert, you have extensive functional troubleshooting skills and an ability to ... Support customers having Apple product or software issues with care and empathy, using all tools ...

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Technical Support Manager information

See Springfield, MA salary details

$29.4K

$85.6K

$147K

How much do technical support manager jobs pay per year?

As of Jun 1, 2026, the average yearly pay for technical support manager in Springfield, MA is $85,613.00, according to ZipRecruiter salary data. Most workers in this role earn between $64,800.00 and $103,600.00 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 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 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 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.

More about Technical Support Manager jobs
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What job categories do people searching Technical Support Manager jobs in Springfield, MA look for? The top searched job categories for Technical Support Manager jobs in Springfield, MA are:
What cities near Springfield, MA are hiring for Technical Support Manager jobs? Cities near Springfield, MA with the most Technical Support Manager job openings:
Technical Support Manager jobs near you
Technical Support Representative

Technical Support Representative

EBSCO Information Services

Hartford, CT

$37.06K - $52.94K/yr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 6 days ago

Job description

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we're driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information - when, where and how people need it. We're seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients. Using various problem identification skills, the Technical Support Representative diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Representative must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The Technical Support Representative must communicate action plans to both client(s) and internal customers as appropriate.

This remote position is U.S.-based only (excluding U.S. territories)

What You'll Do

  • Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers, and partners

  • Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction

  • Provide first-line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction

  • Answer customer questions and inquiries across the entire suite of EBSCO products

  • Perform problem determination/problem source identification to understand the root cause of a customer's issue

  • Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution

  • Instruct clients with an explanation of product features, installation, configuration, and deployment of product upgrades, both verbally and in writing

  • Communicate action plans to the client or EBSCO representative as appropriate

  • Troubleshoot and resolve specific product-related issues while maximizing customer satisfaction

  • Conduct independent research in order to find solutions to customer problems

  • Contributes to department attainment of organizational objectives and high client satisfaction

Your Team

Our team enjoys the flexibility and greater work life balance that working remotely offers. Ample resources, tools, training, and support are provided to ensure your continued success as a Technical Support Representative, as well as your further development and career growth at EIS.

About You

  • 2 Years of experience in an application support or software support role

  • Proven experience supporting enterprise or customer-facing applications

  • Must have excellent communication skills, with the ability to translate technical issues into user-friendly language

  • Experience working with issue tracking/ticketing systems

What sets you apart

  • Strong working knowledge of MS Office Suite

  • Strong organization skills a must

  • Ability to work well in a team environment

  • BA/BS degree or equivalent practical experience in Customer Support or call center environment

  • Bi-lingual (Spanish)

Pay Range

USD $37,055.00 - USD $52,935.00 /Yr.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position's work location.

Our Hybrid Work Policy: We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.

EBSCO provides a generous benefits program including:??

-Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts??

-Retirement Savings Plan

-Paid Parental Leave?

-Holidays and Paid Time Off (PTO)?

-Mentoring program?

And much more! Check it out here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Not seeing the perfect job?

Join the EBSCO talent community to receive updates on new opportunities that align with your skills and interests - register using the links below:

Experienced Talent Community (https://talent.ebsco.com/exp/talentcommunity/form)

Early Career/Intern Talent Community

Location US-Remote

ID 2026-2019

Category Customer Satisfaction

Position Type Full-Time Regular

Remote Yes

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