What We Need: We are seeking an experienced and highly motivated Technical Support Team Manager to lead and manage our technical support team. The ideal candidate will have a strong background in technical support, leadership experience, and a commitment to delivering exceptional customer service. You will be responsible for overseeing the day-to-day operations of the team, ensuring issues are resolved efficiently, improving processes, and developing team members’ skills to meet the organization’s goals and customer needs. #LI-TT1 What You'll Be Doing: + Lead and motivate a team of technical support and printer repair specialists to provide excellent customer service and timely issue resolution. + Monitor team performance and ensure adherence to service level agreements (SLAs) and quality standards. + Conduct regular one-on-one meetings with team members, providing feedback, coaching, and development opportunities. + Identify training needs and organize skill development sessions to improve team performance and technical knowledge. + Assist with recruitment, onboarding, and training of new team members. + Foster a collaborative and positive team environment, encouraging open communication and knowledge-sharing. + Oversee the daily operations of the technical support team, ensuring that all incoming support requests are logged, tracked, and resolved in a timely manner. + Ensure effective prioritization of tasks and issue escalations, balancing customer urgency with team capacity. + Review and analyze support tickets and reports to identify trends, areas for improvement, and recurring technical issues. + Ensure proper documentation of troubleshooting procedures and solutions for future reference. + Continuously review and improve support processes, workflows, and systems to enhance team efficiency and customer satisfaction. + Develop and implement strategies for reducing response and resolution times, improving first-contact resolution rates, and enhancing the overall support experience. + Collaborate with other teams (e.g., product, development, QA) to ensure a seamless handoff of technical issues and feedback. + Act as an escalation point for complex or critical issues, ensuring that customer concerns are addressed and resolved quickly and effectively. + Monitor customer feedback and satisfaction levels, using insights to improve service delivery. + Ensure the team maintains a customer-centric approach, communicating technical information in an understandable manner. + Generate and review performance metrics and reports (e.g., ticket volume, response times, resolution times) to assess team performance. + Provide regular updates and reports to senior management on team progress, challenges, and customer feedback. + Set and track team goals aligned with departmental and organizational objectives. + Work closely with other departments (Product, Development, Sales, etc.) to ensure customer issues are understood and addressed. + Participate in cross-departmental meetings to provide technical input and advocate for team needs. What You Will Need To Be Successful: + Proven experience in a technical support role, with at least 2 years in a leadership or management position. + Strong understanding of support ticketing systems (SFDC) and remote support tools. + Experience with common operating systems and networking technologies. + Background in process improvement and implementing best practices in a technical support environment. + Excellent leadership and team management skills, with the ability to inspire and guide team members to success. + Strong problem-solving, analytical, and troubleshooting skills. + Exceptional communication skills, both verbal and written, with the ability to convey technical information clearly to non-technical stakeholders. + Strong organizational and time-management abilities to manage multiple tasks, priorities, and deadlines. + Ability to handle customer escalations professionally, with a focus on providing effective and timely resolutions. + Solid understanding of IT infrastructure, cloud systems, hardware, and software. + Knowledge of IT service management frameworks and best practices. + Familiarity with customer relationship management (CRM) tools and customer support metrics. + A Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. + Experience managing teams in a SaaS or cloud-based environment. + Experience with data analytics tools and reporting About Us: Who we are:For more than twenty years, Code Corp has been a pioneer in barcode scanning technology in the manufacturing and healthcare industries. Our breadth of scanning solutions address our customers' most complex inventory tracking, data collection and workflow challenges. Now a part of Brady Corporation's global portfolio of brands, Code's data capture technology helps Brady in its pursuit to make the world a safer and more productive place. But Code's pioneering technology is just one element of the Brady story. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. Companies around the world trust us because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2024, Brady employed approximately 5,700 people worldwide. Our fiscal 2024 sales were approximately $1.34 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com. Why work at Brady:A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. Being a part of the Code team means joining a world-class team excited about owning the market's game-changing decoding technology, and the opportunity to collaborate with talent around the world. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back. Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world. Our Benefits: + Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision + Generous 401(k) with company match + Paid time off and holidays + Opportunity to participate in incentive programs for all full-time employees + Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance + Education reimbursement opportunities + Scholarship program for children of Brady employees + A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities + Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management) + Dress-for-your-day dress code + Charitable contributions matched through Brady's Matching Gift program