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Technical Support Operations Manager Jobs in Ohio

RAB Aggregator, LLC

TSS Operations Manager

Westerville, OH · On-site

$65K - $72K/yr

The TSS Operations Manager is responsible for overseeing and optimizing the technical support services (TSS) operations to ensure exceptional service delivery and customer satisfaction across the ...

Collabera

Technical Support

Mason, OH · On-site

... Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing ... in the operation of their computer systems for approved applications. Provide assistance in ...

Amicis Global

Technical Support

Columbus, OH · On-site

$20 - $22/hr

Title: IT Technical Support Location: Columbus, OH Duration: 12 Months Executive Summary: The ... management * Maintain professionalism and netiquette to ensure messages are received as intended

Howmet

Technical Operations Manager

Cleveland, OH · On-site

... a Technical Operations Manager, FSW to join our Howmet Wheel Systems (HWS) business unit in ... for support. , Qualifications Basic Qualifications: * HS Diploma or GED from an accredited ...

Socket.dev

Technical Operations Manager

Cleveland, OH · On-site

Responsibilities Howmet Aerospace is searching for a Technical Operations Manager, FSW to join our ... for support. Qualifications Basic Qualifications: * HS Diploma or GED from an accredited ...

New

Sencorpwhite

Technical Support Engineer

Hamilton, OH · On-site

Manage multiple concurrent projects across various geographic locations, ensuring timely completion ... PLC - Awareness of general PLC operation, experience is desired * HMI Panels - Awareness of ...

SencorpWhite

Technical Support Engineer

Hamilton, OH · On-site

Manage multiple concurrent projects across various geographic locations, ensuring timely completion ... PLC - Awareness of general PLC operation, experience is desired * HMI Panels - Awareness of ...

Socket.dev

Technical Support Engineer

Hamilton, OH · On-site

Manage multiple concurrent projects across various geographic locations, ensuring timely completion ... PLC - Awareness of general PLC operation, experience is desired * HMI Panels - Awareness of ...

Cart.com

Technical Support Specialist

Groveport, OH · On-site

Provide analysis and troubleshooting for complex technical problems related to operations, service management, desktop, and store support with minimal supervision.**What You'll Do:**To perform this ...

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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 Ohio are hiring for Technical Support Operations Manager jobs?

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

Infographic showing various Technical Support Operations Manager job openings in Ohio as of August 2026, with employment types broken down into 1% As Needed, 69% Full Time, 23% Part Time, and 7% Contract. Highlights an 85% Physical, 2% Hybrid, and 13% Remote job distribution.

TSS Operations Manager

Westerville, OH • On-site

RAB Aggregator, LLC
See more jobs at RAB Aggregator, LLCexternal

$65K - $72K/yr

Full-time

Re-posted 5 days ago

Key responsibilities

  • Manage and supervise the daily operations of the technical support services team to ensure timely and effective resolution of customer issues.

  • Develop and implement operational policies, procedures, and best practices to improve service quality and team productivity.

  • Monitor key performance indicators (KPIs) and generate reports to track team performance, service levels, and customer satisfaction metrics.

Job description

About the Role:

The TSS Operations Manager is responsible for overseeing and optimizing the technical support services (TSS) operations to ensure exceptional service delivery and customer satisfaction across the United States. This role involves managing daily operational activities, coordinating cross-functional teams, and implementing process improvements to enhance efficiency and effectiveness. The manager will lead strategic planning efforts to align operational goals with business objectives, driving continuous improvement initiatives and resource allocation. They will also serve as a key liaison between technical support teams, clients, and senior leadership to ensure clear communication and timely resolution of issues. Ultimately, the TSS Operations Manager plays a critical role in maintaining high-quality support services that contribute to customer retention and business growth.

Minimum Qualifications:

  • Bachelor’s degree in business administration, or a related field.
  • Minimum of 5 years of experience in technical support operations or a similar managerial role.
  • Proven experience managing teams in a fast-paced, customer-focused environment.
  • Strong understanding of technical support processes, service delivery models, and customer service principles.
  • Excellent communication, leadership, and problem-solving skills.

Preferred Qualifications:

  • Master’s degree in business administration, Technology Management, or related discipline.
  • Familiarity with CRM and ticketing systems like Salesforce, ManageEngine, or ServiceNow.

Responsibilities:

  • Manage and supervise the daily operations of the technical support services team to ensure timely and effective resolution of customer issues.
  • Develop and implement operational policies, procedures, and best practices to improve service quality and team productivity.
  • Monitor key performance indicators (KPIs) and generate reports to track team performance, service levels, and customer satisfaction metrics.
  • Lead recruitment, training, and professional development initiatives to build a skilled and motivated support team.
  • Identify operational risks and develop mitigation strategies to maintain service continuity and compliance with company standards.
  • Drive continuous improvement projects by analyzing workflows, identifying bottlenecks, and implementing innovative solutions.
  • Serve as the escalation point for complex technical issues and ensure effective communication with clients and stakeholders.

Skills:

The TSS Operations Manager utilizes strong leadership and communication skills daily to coordinate between technical teams and clients, ensuring clarity and alignment on support issues. Analytical skills are essential for monitoring performance metrics and identifying areas for operational improvement. Problem-solving abilities enable the manager to address complex technical challenges and implement effective solutions promptly. Additionally, interpersonal skills foster a collaborative team environment, motivating staff and driving continuous professional development.


The compensation range for this position is $65,000 to $72,000 USD. The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. The posted range reflects our ability to hire at different titles and levels depending on background and experience. The company reserves the right to offer additional compensation at its discretion, for example, in the form of a discretionary bonus or sales commission.

Amplix does not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by federal, state, or local law.