Manager of Tech Support - Join Robert Half in Jacksonville, FL

Are you a seasoned IT professional with a passion for leading technical teams to success? Robert Half is seeking a dynamic Manager of Tech Support to oversee our technical support operations in Jacksonville, Florida, United States. As a hands-on leader, you'll drive exceptional customer service, resolve complex issues, and foster team growth in a fast-paced environment. This full-time role offers a competitive salary estimated at $85,000 - $110,000 annually, based on market rates for Jacksonville, FL tech support managers with your expertise.

About the Role

The Manager of Tech Support, also known as our Technical Team Lead, is the backbone of our support operations. Reporting to upper management, you'll work closely with a dedicated team of analysts, motivating them to deliver top-tier service. This position demands a blend of technical prowess, leadership acumen, and customer-centric focus. In Jacksonville's thriving tech scene, you'll handle escalated tickets, innovate solutions, and ensure seamless system performance. Robert Half, a global leader in talent solutions, provides the perfect platform for career advancement in IT support management.

Jacksonville, FL, offers an ideal backdrop with its sunny weather, coastal vibes, and growing tech hub status. Join us to contribute to client success while enjoying Florida's no-state-income-tax benefits and work-life balance.

Key Responsibilities

Your day-to-day will be action-packed and impactful:

• Resolve escalated service tickets efficiently, ensuring minimal downtime for clients.
• Act as a vital liaison between frontline analysts and upper management, facilitating smooth communication.
• Deliver ongoing coaching via call listening, feedback sessions, and performance reviews to elevate team skills.
• Collaborate directly with clients to diagnose, evaluate, and resolve technical challenges.
• Assess user needs, analyze gaps, and recommend/implement process or system changes.
• Configure and support system modifications within the team's scope, maintaining operational excellence.
• Maintain deep knowledge of all systems, applications, security protocols, and emerging technologies.
• Update and curate the knowledge base with management-approved content to empower the team.
• Monitor emails, site chats, and inbound calls; train analysts on best practices for response handling.
• Troubleshoot device issues, escalate repair tickets, and coordinate resolutions.
• Propose upgrades, repairs, new apps, and equipment testing, securing approvals as needed.
• Onboard new analysts through training and identify skill gaps for tenured staff, providing targeted coaching.

These responsibilities position you as a pivotal leader in tech support, directly influencing client satisfaction and team performance.

Required Qualifications

To thrive, bring these essentials:

• Bachelor’s Degree in Computer Services, Information Technology, or a related field (preferred).
• Minimum 3 years in a Tier 2 technical support role, with proven leadership experience.
• Advanced knowledge of computer/server hardware, troubleshooting, and system configuration.
• Exceptional English proficiency with superior oral/written communication.
• Strong customer focus, active listening, and interpersonal skills.
• Leadership excellence: motivate, inspire, and develop teams.
• Resourceful, initiative-driven, detail-oriented, and reliable in dynamic settings.

SEO keywords like 'tech support manager jobs Jacksonville FL', 'IT team lead careers', and 'Tier 2 support leadership' highlight this opportunity for top talent.

Why Join Us at Robert Half?

Robert Half stands out with unmatched benefits and culture:

• Financial Rewards: Estimated $85K-$110K salary, bonuses, 401(k) match.
• Health & Wellness: Full medical, dental, vision; EAP support.
• Work-Life Balance: Generous PTO, holidays, flexible options.
• Growth: Training, certifications, clear promotion paths.
• Community: Collaborative team, events, Jacksonville's vibrant lifestyle.

With over 70 years in staffing, Robert Half offers stability and innovation. Apply now for this Manager of Tech Support role and elevate your career in Jacksonville, FL!