MS SHIFT is a leading cloud-based SaaS platform that helps organizations manage security operations, incident reporting, visitor management, patrol, asset tracking, dispatch, maintenance, and workforce management. Our solutions are trusted by hotels, resorts, healthcare facilities, commercial buildings, schools, casinos, and other enterprise organizations across North America.

We are seeking an experienced Technical Support Manager to lead our customer support team, improve service delivery, and ensure our customers receive exceptional technical assistance.

Position Summary

The Technical Support Manager will oversee the daily operations of the Technical Support Department, manage a team of support specialists, establish support processes, monitor service levels, and work closely with Development, Product Management, Customer Success, and Implementation teams.

This position requires strong leadership, excellent troubleshooting skills, outstanding customer communication, and experience managing enterprise software support.

Key Responsibilities
- Lead, mentor,



and manage the Technical Support team.
- Ensure timely resolution of customer technical issues.
- Monitor ticket queues, response times, and SLA compliance.
- Establish KPIs and continuously improve support performance.
- Handle high-priority customer escalations.
- Coordinate with Software Development to resolve product defects.
- Work with QA to validate bug fixes before release.
- Collaborate with Customer Success during implementations and go-lives.
- Develop support procedures, documentation, and knowledge base articles.
- Conduct weekly team meetings and one-on-one coaching sessions.
- Review support metrics and provide executive reports.
- Improve customer satisfaction (CSAT) and first-contact resolution.
- Identify recurring customer issues and recommend product improvements.
- Assist in onboarding and training new support employees.
- Maintain support schedules to ensure proper coverage.
- Help defi

📌 Information Technology Manager (Comas)
🏢 MS Shift
📍 Comas