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Technical Support Operations Manager Jobs in Massachusetts

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

UNAVAILABLE

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

$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

Akamai

Technical Support Engineer

Cambridge, MA · On-site

$65K - $118K/yr

... and production operations. Partner with the best You will be responsible for monitoring system ... or managing your savings, we're the engine behind the scenes. We provide the world's most ...

Homerun B.V.

Technical Support Specialist

Boston, MA · On-site

As a technical product expert, you will be responsible for managing the SciSure user relationship when product-based issues arise by maintaining all information in our support ticketing queue ...

Magnite

Senior Technical Operations Manager, DV+

Boston, MA · On-site +1

$100K - $110K/yr

Senior Technical Operations Manager, DV+ New York, NY Los Angeles, CA Boston, MA Broomfield, CO ... We support internal mobility, skill development, and leadership pathways through structured career ...

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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 Massachusetts are hiring for Technical Support Operations Manager jobs?

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

Infographic showing various Technical Support Operations Manager job openings in Massachusetts as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 22% Part Time, 1% Temporary, 5% Contract, and 1% Nights. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Technical Support Specialist

Bedford, MA • On-site

Werfen
Health Care and Social Assistance • 1 - 5K employees
Learn more about Werfenexternal

$80K - $95K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 13 days ago

Werfen rating

8.7

Company rating: 8.7 out of 10

Based on 27 frontline employees who took The Breakroom Quiz

Job description

Introduction
Werfen
Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.
Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.
Overview
Position Summary:
Provides troubleshooting and assistance to customers and Werfen field personnel in a call center environment. This includes support on Werfen product usage and function, technical questions, instrument performance, instrument capabilities and other product concerns as required.
Responsibilities
Key Accountabilities
  • Provides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve
  • Maintains accurate records of all customer interactions as per Quality System requirements
  • Follows procedures to escalate unresolved issues as appropriate
  • Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required
  • Demonstrates technical knowledge through providing assistance and guidance to other, including escalation assistance
  • Participated in additional projects as assigned by Technical Support Management
  • Other duties as assigned

Networking/Key relationships
  • North America Commercial Operations
  • Client Services
  • Quality Assurance and Regulatory Affairs
  • Information Technology

Qualifications
Minimum Knowledge & Experience required for the position:
  • Bachelor's degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience required
  • Minimum Three years experience in a clinical setting or clinical support role in a regulated environment required
    • Hemostasis:
      • Strong knowledge of Hemostasis/QC required
    • Acute Care Diagnostics:
      • Strong knowledge of point of care testing (example: Generalist/Chemistry or other) required
    • Autoimmunity
      • Strong knowledge of diagnostic assay testing, automation and QC re-quired
      • Knowledge of autoimmunity diagnostics required
    • Transfusion:
      • MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.
      • Minimum two years Blood Banking experience, required
      • Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.
Skills & Capabilities:
  • Ability to troubleshoot and diagnose technical problems with minimal assistance
  • Strong organizational skills and ability to multi-task
  • Ability to work under pressure and exercise good judgement
  • Strong verbal and written communication skills with continuous focus on positive and collaborative approach
  • Strong customer service and interpersonal skills
  • Proficiency in Microsoft Windows operations systems and Office Applications.

Travel requirements:
Up to 5% travel
The annual base salary range for this role is currently $80,000 to $95,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.
This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.
Closing
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.
We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.
www.werfen.com

What Werfen employees say

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Hours and flexibility

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About Werfen

Sourced by ZipRecruiter

Industry

Health care and social assistance

Company size

1,001 - 5,000 Employees

Headquarters location

L'Hospitalet de Llobregat, Barcelona, ES

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