Net-Tech
Location: Hybrid – Bellevue, WA (3+ days onsite)
Department:
Technical Services Reports To:
Director of Operations / Executive Leadership Support Center Manager Location:
Hybrid – Bellevue, WA (3+ days onsite) Department:
Technical Services Reports To:
Director of Operations / Executive Leadership Position Overview
The
Support Center Manager
is responsible for leading the support center and ensuring that all client requests are handled with accuracy, accountability, and professionalism. This individual will oversee technician scheduling, manage ticket workflows within the Professional Services Automation (PSA) platform, and ensure that customer requests are kept up to date with clear documentation. Beyond daily operations, this leader will be charged with creating a culture of
accountability and documentation , implementing a
service level agreement (SLA) environment , and improving the
ticket taxonomy and enforcement process . The Support Center Manager will also play a key role in the company’s PSA platform transition (currently ConnectWise, with evaluation of future platforms underway). This position carries full
hiring and termination authority
within the support center team and will be a critical contributor to building a disciplined, metrics-driven service culture. Key Responsibilities
Leadership & Culture
Establish and enforce a culture of accountability, documentation, and continuous improvement within the support center. Lead daily check-ins/stand-ups to reinforce priorities and set expectations. Provide coaching, mentoring, and performance reviews for support center staff. Exercise hiring, promotion, and termination authority to ensure a strong, high-performing team. SLA Environment & Ticket Management
Define, implement, and enforce SLA commitments across all support tiers. Monitor ticket queues to ensure SLA adherence and reduce ticket aging. Develop, refine, and enforce ticket taxonomy (statuses, priorities, types, subtypes) for consistent data and reporting. Standardize ticket workflows and documentation to maintain quality and audit readiness. Review and act on client satisfaction survey results to address service quality gaps. PSA Oversight & Transition
Oversee daily operations of the current ConnectWise PSA, ensuring accurate time entry, status tracking, and reporting. Participate in vendor evaluation and lead the transition to a new PSA platform, aligning processes with best practices. Audit PSA data regularly for accuracy in billing, documentation, and ticket progression. Build and maintain reporting dashboards for KPIs such as SLA compliance, backlog, utilization, and customer satisfaction. Scheduling & Workforce Management
Develop and maintain staff schedules to provide adequate support coverage. Approve PTO requests and manage shift coverage while maintaining service levels. Balance workload across technicians and escalate when capacity limits are reached. Forecast staffing requirements based on client growth and project load. Qualifications
5+ years of IT support or service desk experience, with at least 2 years in a supervisory or management role. Strong experience managing PSA platforms (ConnectWise, Autotask, HaloPSA, etc.), with demonstrated success in process setup and enforcement. Proven ability to implement and manage SLA frameworks within a support environment. Experience improving ticket taxonomy and ensuring consistent documentation practices. Strong leadership skills with prior hiring and termination authority. Excellent communication and client service orientation. Ability to coach and develop a team while driving accountability. Analytical mindset with experience creating reports and metrics for service delivery. What We Offer
Opportunity to build and shape a disciplined, SLA-driven support environment in a growing technology organization. Hybrid work model with on-site presence in Bellevue several days each week. Competitive compensation: base salary in the range of $85,000 – $105,000, with eligibility for performance incentives tied to SLA compliance, customer satisfaction, and team productivity. Comprehensive benefits including health, retirement, PTO, and professional development support. A collaborative, forward-thinking culture with the ability to influence process, technology, and team growth. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries: IT Services and IT Consulting Referrals increase your chances of interviewing at Net-Tech by 2x Get notified about new Support Center Manager jobs in Bellevue, WA. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Technical Services Reports To:
Director of Operations / Executive Leadership Support Center Manager Location:
Hybrid – Bellevue, WA (3+ days onsite) Department:
Technical Services Reports To:
Director of Operations / Executive Leadership Position Overview
The
Support Center Manager
is responsible for leading the support center and ensuring that all client requests are handled with accuracy, accountability, and professionalism. This individual will oversee technician scheduling, manage ticket workflows within the Professional Services Automation (PSA) platform, and ensure that customer requests are kept up to date with clear documentation. Beyond daily operations, this leader will be charged with creating a culture of
accountability and documentation , implementing a
service level agreement (SLA) environment , and improving the
ticket taxonomy and enforcement process . The Support Center Manager will also play a key role in the company’s PSA platform transition (currently ConnectWise, with evaluation of future platforms underway). This position carries full
hiring and termination authority
within the support center team and will be a critical contributor to building a disciplined, metrics-driven service culture. Key Responsibilities
Leadership & Culture
Establish and enforce a culture of accountability, documentation, and continuous improvement within the support center. Lead daily check-ins/stand-ups to reinforce priorities and set expectations. Provide coaching, mentoring, and performance reviews for support center staff. Exercise hiring, promotion, and termination authority to ensure a strong, high-performing team. SLA Environment & Ticket Management
Define, implement, and enforce SLA commitments across all support tiers. Monitor ticket queues to ensure SLA adherence and reduce ticket aging. Develop, refine, and enforce ticket taxonomy (statuses, priorities, types, subtypes) for consistent data and reporting. Standardize ticket workflows and documentation to maintain quality and audit readiness. Review and act on client satisfaction survey results to address service quality gaps. PSA Oversight & Transition
Oversee daily operations of the current ConnectWise PSA, ensuring accurate time entry, status tracking, and reporting. Participate in vendor evaluation and lead the transition to a new PSA platform, aligning processes with best practices. Audit PSA data regularly for accuracy in billing, documentation, and ticket progression. Build and maintain reporting dashboards for KPIs such as SLA compliance, backlog, utilization, and customer satisfaction. Scheduling & Workforce Management
Develop and maintain staff schedules to provide adequate support coverage. Approve PTO requests and manage shift coverage while maintaining service levels. Balance workload across technicians and escalate when capacity limits are reached. Forecast staffing requirements based on client growth and project load. Qualifications
5+ years of IT support or service desk experience, with at least 2 years in a supervisory or management role. Strong experience managing PSA platforms (ConnectWise, Autotask, HaloPSA, etc.), with demonstrated success in process setup and enforcement. Proven ability to implement and manage SLA frameworks within a support environment. Experience improving ticket taxonomy and ensuring consistent documentation practices. Strong leadership skills with prior hiring and termination authority. Excellent communication and client service orientation. Ability to coach and develop a team while driving accountability. Analytical mindset with experience creating reports and metrics for service delivery. What We Offer
Opportunity to build and shape a disciplined, SLA-driven support environment in a growing technology organization. Hybrid work model with on-site presence in Bellevue several days each week. Competitive compensation: base salary in the range of $85,000 – $105,000, with eligibility for performance incentives tied to SLA compliance, customer satisfaction, and team productivity. Comprehensive benefits including health, retirement, PTO, and professional development support. A collaborative, forward-thinking culture with the ability to influence process, technology, and team growth. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries: IT Services and IT Consulting Referrals increase your chances of interviewing at Net-Tech by 2x Get notified about new Support Center Manager jobs in Bellevue, WA. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr