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Technical Support Operations Manager Jobs in Wisconsin

Midwest Composite Technologies Inc.

WI · On-site

$80K - $100K/yr

... managed service providers, and internal technical teams to ensure stable, secure, and efficient technology operations. Key Responsibilities: * Advanced Technical Support & Operations * Serve as the ...

FATHOM

WI · On-site

$80K - $100K/yr

... managed service providers, and internal technical teams to ensure stable, secure, and efficient technology operations. Key Responsibilities: * Advanced Technical Support & Operations * Serve as the ...

Relu

WI · On-site

At Relu, we're growing - and we're looking for a Technical Support & Quality Specialist to own our ... Set up and manage our "Relu Academy", a learning corner on our platform that shows customers ...

Advantage 360

WI · On-site

## Senior Technical Support EngineerApplylocations: Remote, Massachusetts, United States: Remote ... Ability to work under pressure and manage multiple priorities.* Capable of working with minimal ...

Jobtailor

WI · On-site

* Manage support cases from initial diagnosis through resolution * Diagnose and resolve complex technical issues related to Salesforce platform products, including Service Cloud * Coordinate critical ...

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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 Wisconsin are hiring for Technical Support Operations Manager jobs?

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

Infographic showing various Technical Support Operations Manager job openings in Wisconsin as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 21% Part Time, and 4% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution.

Technical Support Team Lead

Cottage Grove, WI

Johnson Health Tech North America Inc
Wholesale • 1 - 5K employees
Learn more about Johnson Health Tech North America Incexternal

Full-time

Medical, Dental, Life, Retirement, PTO

Posted 13 days ago

Johnson Health Tech rating

8.1

Company rating: 8.1 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

Job description

Description

Be the Go-To Expert for a High-Performing Support Team

At Johnson Health Tech North America, delivering a best-in-class customer experience starts with having knowledgeable people who are passionate about solving problems and helping others succeed. We're looking for a Technical Support Team Lead to serve as the primary technical resource for our Customer Technical Support team, providing guidance, expertise, and support to both our frontline agents and customers.


This is an ideal opportunity for someone who enjoys troubleshooting complex issues, mentoring peers, collaborating across departments, and making a direct impact on both customer satisfaction and team success. While this is not a supervisory role, you'll play a critical leadership role within the department as a trusted resource and subject matter expert.


What you'll do: 

As a Technical Support Team Lead, you'll serve as the bridge between frontline support teams, internal departments, service providers, and customers by: 

  • Acting as the first point of contact and technical expert for Customer Technical Support agents
  • Assisting team members with complex troubleshooting, diagnostics, and customer situations
  • Researching and resolving escalated product, service, and technical issues
  • Supporting customers, technicians, and business partners through effective communication and follow-up
  • Guiding agents on processes, procedures, and best practices to ensure consistency and quality
  • Monitoring team activity and helping frontline agents stay on track with schedules, priorities, and workloads
  • Coordinating with internal departments to drive resolution on customer concerns
  • Creating parts orders, scheduling service technicians, and gathering necessary billing information
  • Maintaining accurate customer records and case documentation
  • Supporting service provider requests and helping facilitate successful service outcomes
  • Identifying opportunities for process improvements and sharing recommendations with leadership
  • Providing backup support to customer-facing queues when business needs require

 What Success Looks Like

In this role, you'll be successful when you:

  • Become a trusted technical resource for the Customer Technical Support team
  • Help resolve customer issues quickly, accurately, and professionally
  • Maintain strong relationships with internal partners and service providers
  • Support team performance through coaching, collaboration, and knowledge sharing
  • Contribute to operational improvements that enhance the customer experience
  • Help the team consistently achieve key service and quality metric


Requirements

What We're Looking For:

Required Qualifications
  • High school diploma or equivalent
  • 12-18 months of Customer Technical Support experience with Johnson Health Tech North America
  • Experience utilizing Microsoft Office applications, CRM platforms, and SAP
  • Strong written and verbal communication skills
  • Ability to work on-site as required by business needs
Preferred Qualifications
  • Previous mentoring, coaching, lead, or supervisory experience
  • Experience working with third-party service or portal integrations
  • Experience supporting technical troubleshooting and customer issue resolution in a fast-paced environment

What Makes You a Great Fit

You may be a strong candidate if you are:

  • A natural problem solver who enjoys diagnosing and resolving complex issues
  • Comfortable being the person others turn to for guidance and support
  • Collaborative and effective at building relationships across teams
  • Highly organized with exceptional attention to detail
  • Calm and professional under pressure
  • Accountable, dependable, and motivated to see problems through to resolution
  • Adaptable and comfortable in a fast-paced environment where priorities can change quickly
  • Passionate about continuous learning, process improvement, and helping others succeed


Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Free access to our state-of-the-art onsite workout facility

Product discounts

Wellness programs

 Equal Opportunity Employer, including Veterans and Individuals with Disabilities. 

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