Position Summary
The Tech Support Manager is a hands-on leadership role that oversees Tier 1 technical operations while providing Tier 1 and Tier 2 support to Security Snapshot’s RIA and broker-dealer clients. This position leads the implementation, and ongoing administration of work management platform, including integrations with RingCentral VOIP, QuickBooks, Sage Intacct, and time tracking. The role manages the full support ticket lifecycle and produces firm-wide and client-level reports that improve operational visibility, support client deliverables, and inform management decisions.
Key Responsibilities
Support Operations
- Oversee day-to-day Tier 1 operations: queue management, prioritization, SLA adherence, and escalation handling.
- Personally perform Tier 1 and Tier 2 support work across the client base; serve as the senior technical resource on complex or sensitive tickets.
- Develop and maintain runbooks, knowledge base articles, and standard operating procedures; coach Tier 1 staff on technical skills, client communication, and ticket discipline.
Work Management System Implementation & Administration
- Lead the deployment of the firm's work management platform.
- Implement integration with RingCentral VOIP, including call logging, click-to-dial, screen pops, and call disposition capture.
- Implement integration with accounting platforms to support time-to-billing, invoicing, and revenue recognition workflows.
- Build time tracking workflows that capture billable and non-billable activity at the technician, client, and project level.
- Establish ticket taxonomy, routing rules, automations, and data governance standards.
Reporting & Analytics
- Build and maintain firm-wide reporting covering technician productivity, ticket volume, SLA performance, utilization, and backlog.
- Build and maintain client-level reporting suitable for embedding in Quarterly Business Reviews, CyberSnapshot reviews, and other recurring deliverables.
- Deliver ad hoc analyses for senior leadership and the Manager of Support Services.
Cross-Functional Collaboration
- Partner with the Manager of Support Services on operational planning, capacity modeling, and continuous improvement.
- Work with Finance on time-and-billing accuracy.
- Coordinate with Sales and Marketing on client-facing reporting and reference content.
Qualifications
Required
- 5+ years of technical support experience.
- Demonstrated hands-on Tier 1/Tier 2 proficiency: Windows endpoints, Microsoft 365, identity and MFA, networking fundamentals, and common business applications.
- Direct experience implementing or administering a work management, PSA, or ITSM platform (e.g., ConnectWise, Autotask, HaloPSA, Freshservice, ServiceNow, Zendesk).
- Strong reporting capabilities: native reporting tools and Excel required; SQL or Power BI a plus.
- Excellent written and verbal communication; comfortable interacting directly with client stakeholders, including CCOs and operations leaders.
Preferred
- MSP, MSSP, professional services environment experience.
- Familiarity with SEC/FINRA-regulated clients (RIAs, broker-dealers) and the documentation expectations of that environment.
First-Year Success Criteria
- Work management platform fully deployed with RingCentral, time tracking, and accounting integrations in production.
- Ticket SLA performance baselined and reported monthly.
- Client-level reporting integrated into the recurring deliverable cadence.
Compensation & Work Arrangement
- Salary Range: $48,000 – $60,000 annually, commensurate with experience.
- Work Location: Kingsland, TX
- Employment Type: Full-time, exempt.
Pay: $48,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
