Manager Technology Support

Technology Support Manager

The Technology Support Manager leads a high-performing team of Technology Administrators responsible for providing critical support across technology-enabled MSP programs. You will ensure seamless integration between client requirements and technology platform capabilities from implementation through post-go-live support. This individual will work closely with the ITD Head of MSP to ensure data governance, system integrity, and client satisfaction from implementation through ongoing program support. You will drive excellence across system configuration, data governance, ongoing support services, and operational performance, while fostering a culture of collaboration, innovation, and continuous improvement. This role requires strong leadership, technical acumen, and strategic communication to meet the dynamic needs of clients and internal stakeholders.

GENERAL RESPONSIBILITIES:

• Leads and develops a cross-functional support team Tech Support Agents and Tech Admins (Level 1 and 2).
• Conducts regular performance evaluations, identify training needs, and implement skill-building programs.
• Serves as the primary escalation point for technical issues, ensuring swift resolution and stakeholder satisfaction.
• Promotes a team culture of accountability, innovation, and client-centric service delivery.
• Oversees daily operations of Level 1 and 2 support lines, ensuring timely and accurate resolution of support tickets.
• Monitors Salesforce and related platforms for ticket trends, SLA compliance, and equitable workload distribution.
• Continuously optimize support workflows, SOPs, and knowledge base documentation.
• Drives performance against KPIs including response times, resolution rates, and customer satisfaction scores.
• Oversees all phases of technology support for client post-launch support and niche MSP projects.
• Ensures accurate and timely execution of all tech-related deliverables including gathering, analysis, configuration, case mgmt. and quality control.
• Leads the successful maintenance activities of VMS solutions and major steady-state enhancements across global MSP programs.
• Ensures resource alignment, risk mitigation, and stakeholder communication for the team.
• Provides guidance in the coordination of system configurations, UAT planning, and application maintenance, as applicable to case management.
• Enforces data validation standards and best practices across support.
• Promotes technology Beta validation of staff to increase technical knowledge.
• Maintains awareness of IT security standards and data privacy regulations.
• Governs change management procedures and ensure configuration consistency across client programs.
• Provides oversight for support documentation, ensuring completeness and accuracy of internal SOPs and client-specific workflows.
• Monitors and enhances support KPIs, including response times, resolution accuracy, ticket volume trends, and user satisfaction metrics.
• Builds strong relationships with MSP Program Leaders, serving as a trusted partner in delivering technical guidance, transparent solutions, and strategic insights.
• Monitors Salesforce case queue and Project logs to ensure SLA adherence and equitable workload distribution.
• Analyzes and reports on SLA performance and team capacity in monthly reviews with the Head of IT MSP.
• Improves existing tools, templates, and processes (e.g., CWB, data project plan) to enhance operational efficiency.
• Partners with cross-functional stakeholders (e.g Program Mgmt Office, Shared Support, OPEX) to align configuration with business and technical requirements.
• Communicates data content issues to Program Mgmt leads and/or Implementation teams, working collaboratively toward resolution.
• Represents the Tech Team in client meetings, workshops, and escalation calls, advocating for data integrity and strategic alignment.
• Supports ongoing client data updates (e.g., cost centers, rate changes, site management, user access)
• Leads configuration-related tasks for bulk change projects /cases, change requests, and ongoing application maintenance.
• Ensures application and configuration consistency across client programs and tools.
• Participates in special projects and performs other duties as assigned.

EDUCATION & JOB REQUIREMENTS:

• Bachelor's degree or equivalent work experience.
• 5+ years of experience in data configuration, data management, or system implementation.
• 3+ years of experience managing or leading a technical or data-focused team.
• Prior experience with VMS systems (e.g., SAP Fieldglass, Beeline, VNDLY) and other workforce technology platforms.
• Experience working with large datasets, data transformation tools, and structured configuration documentation.
• Familiarity with ticketing systems, i.e. Salesforce.

KNOWLEDGE, SKILLS & ABILITIES:

• Skilled in communicating effectively verbally and in writing.
• Ability to establish and maintain effective working relationships.
• Ability to travel 10% annually, both domestically and internationally.
• Ability to lead cross-functional projects and manage competing priorities.
• Strong organizational and problem-solving capabilities.
• Ability to manage competing priorities in a fast-paced, global environment.
• Proficient with Microsoft Office products such as Word, Excel, PowerPoint, and Outlook

Why choose us?

It's an exciting time to be part of our team. We're proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You'll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That's why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that's what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That's what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge and expertise to grow together.

Make an impact where it matters most.

A journey to bring out the best in you

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

The anticipated salary range for this position is between $125,000 and $130,000. Salary may be determined based on experience, education, geographic location, and other factors. This position participates in Pontoon's incentive program which also includes bonus eligibility.

Benefit offerings for full-time employment include medical, dental, vision, term life and AD&D insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans, and a 401k plan or a non-qualified deferred compensation plan. Available paid leave includes Personal Time Off (PTO) on an accrual basis up to 152 hours a year, 10 Paid Holidays, 1 Community Service Day, and up to 6 weeks of Paid Parental Leave. PTO and holiday hours are prorated based on hire date within the calendar year.

The Company will consider for employment qualified applicants with arrest and conviction records

Deadline to apply is September 4th, 2025.