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Technical Support Operations Manager Jobs in Connecticut

Wabtec

Fleet & Technical Support Manager

Shelton, CT · On-site

You will work closely with Field Operations, Engineering, Aftermarket Services, customers ... management teams. This role serves as a key technical resource supporting the reliability and ...

Xyntek Inc.

Technical Support Specialist

Newtown, CT · On-site

Newtown, United States | Posted on 08/12/2026 Catalyx specializes in the science of operational ... Experienceworking with ticket management systems such as Zendesk, Salesforce ServiceCloud, or ...

TESCAN GROUP, a.s.

Operations Manager

Storrs, CT · On-site

... management, and logistics. * Drive production schedules and resource planning to maximize ... technical support when required. * Lead operational readiness activities for the future SAP ...

E-Solutions

Executive Support Windows

Hartford, CT · On-site

$37K - $47K/yr

Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution. * Partner with managers to align support operations with ...

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Technical Support Operations Manager information

What does a technical support operations manager do?

A Technical Support Operations Manager oversees the daily operations of a technical support team, ensuring that customer issues are resolved efficiently and effectively. They are responsible for developing support policies, managing staff performance, and implementing strategies to improve service quality. This role often involves analyzing support metrics, handling escalations, coordinating with other departments, and driving initiatives to enhance customer satisfaction. Additionally, they play a key role in training team members and adopting new technologies to streamline support processes.

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

To thrive as a Technical Support Operations Manager, you need strong leadership abilities, experience in technical support environments, and a bachelor's degree in a related field. Familiarity with customer relationship management (CRM) platforms, ticketing systems like Zendesk or ServiceNow, and ITIL certifications are typically required. Excellent communication, problem-solving, and team management skills help you motivate teams and resolve escalated issues efficiently. These competencies ensure operational excellence, high customer satisfaction, and effective management of support teams in dynamic technology environments.

What are some common challenges faced by technical support operations managers, and how can they be addressed?

Technical Support Operations Managers often face challenges such as balancing high service quality with efficiency, managing escalated customer issues, and keeping teams motivated during periods of high demand. To address these, it's important to implement clear processes for ticket prioritization, provide ongoing training for support staff, and foster open communication across teams. Additionally, leveraging data analytics to monitor performance metrics can help quickly identify areas for improvement and ensure consistent customer satisfaction.

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

AspectTechnical Support Operations ManagerTechnical Support Specialist
Required CredentialsBachelor's degree, management experience, technical certificationsTechnical diploma or associate degree, technical certifications
Work EnvironmentOversees support teams, manages operations, strategic planningProvides direct technical support to customers, troubleshooting
Employer & Industry UsageIT companies, tech support departments, service providersCustomer service centers, IT support teams, tech companies
Common Search & Comparison IntentUnderstanding managerial roles, career progressionTechnical skills, daily responsibilities

The Technical Support Operations Manager focuses on overseeing support teams, managing operations, and strategic planning, often requiring management experience and certifications. In contrast, the Technical Support Specialist provides direct technical assistance to customers, troubleshooting issues. Both roles are common in IT and tech support industries, but they differ significantly in responsibilities and required credentials.

What cities in Connecticut are hiring for Technical Support Operations Manager jobs?

Cities in Connecticut with the most Technical Support Operations Manager job openings:

Infographic showing various Technical Support Operations Manager job openings in Connecticut as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 20% Part Time, 2% Temporary, and 4% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Technical Support Manager

West Hartford, CT • On-site

Legrand Group
See more jobs at Legrand Groupexternal

Other

Medical, Dental, Vision, Retirement, PTO

Posted 23 days ago

Job description

West Hartford, CT, United States (Hybrid)

Job Info
  • Job Identification 535
  • Posting Date 07/22/2026, 08:52 PM
  • Job Schedule Full time
  • Locations West Hartford, CT, United States (Hybrid)
  • Brand Legrand
  • Employment type Regular
  • Travel Required Yes
  • Job Category Customer Service
Job Description

Legrandhas an exciting opportunity for a Technical Support Manager to join the Electrical Wiring Systems Wiremold Team inWest Hartford, CT. The Technical Support Manager will manage technical service-related operations for an organization supporting Wiremold products.

Responsibilities
  • Provides day to day operational leadership, guidance, development, and motivation to the technical support team to achieve superior results and accomplish overall business objectives. Monitors employee and team performance in relation to established standards. Schedules technical support daily duties. Supports hiring, coaching, and developing talent.
  • Field technical questions concerning products and their applications for the sales force, distributors, and end-users of all of the company’s products within established service levels to ensure that customer technical product issues are addressed.
  • Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs.
  • Provide backup to the team during high volume or low staffing periods. This can include answering customers’ technical questions by phone, e-mail, live chat, and Salesforce.
  • Manage the development and maintenance of the Wiremold Knowledge tool. Manage the development and update of other customer self-service tools, such as cross-reference databases, product selection flowcharts, etc.
  • Develop and deliver product and customer experience training for new Technical Support and Customer Support representatives.
  • Ensure that the team provides 3rd party certifications and other technical support and documentation to customers as required.
  • Provide occasional review of new product designs for function and ease of installation. In addition, based on customer requests received, provide feedback to Product Managers and engineering team on product gaps or ideas for product design changes.
  • Perform related project assignments as determined by the ongoing needs of the Marketing Department as directed by manager.
  • Comprehensive knowledge of Wiremold products, their applications, the codes and standards that govern their use, and experience with user preferences regarding installation techniques.
Qualifications

Education:

  • Requires a bachelor's degree or equivalent experience.

Experience:

  • Typically requires 5-7 years' experience in the electrical industry in a customer or technical support role, engineering, or electrical contracting.
  • 1-3 years supervisory experience may be required.
  • Extensive knowledge of the function and department processes.

Skills/Knowledge/Abilities:

  • Customer Support
  • Inquiry Research/Response
  • Software Troubleshooting
  • Systems Troubleshooting
  • Technical Project Management
About Us

About Legrand

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en

About Legrand North and Central America

  • comprehensive medical, dental, and vision coverage
  • a high employer 401K match
  • paid time off (PTO) and holiday pay
  • short-term and long-term disability benefit plans
  • above-benchmark paid maternity and parental leave
  • bonus opportunities in accordance with the Company’s incentive plans
  • paid time off to volunteer
  • active/growing Employee Resource Group network

About Legrand’s Electrical Wiring Systems Division

Legrand’s Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial, and industrial electrical wiring devices in the world. Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets. With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential. For more information, visitlegrand.us/electrical wiring devices

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