Technical Service Desk Lead

TECHNICAL SUPPORT MANAGER 2

Position Summary

The Technical Support Manager 2 is responsible for overseeing and coordinating technical support activities for specific product lines or customer segments within the semiconductor organization. This position provides day-to-day leadership and technical guidance to a team focused on customer issue resolution, technical assistance, and product troubleshooting. The role requires solid technical knowledge and developing managerial skills to ensure effective support delivery, case management, and customer satisfaction. The Technical Support Manager 2 collaborates with engineering teams, product specialists, field applications, and customer service to develop and implement robust technical support processes, resolve escalated issues, and meet service level agreements. This position balances technical expertise with people management responsibilities while addressing support challenges and ensuring customer success.

Key Responsibilities
• Team Leadership and Management (25%): Lead and supervise a team of technical support engineers and specialists. Assign support cases and daily tasks, monitor work progress, and provide technical guidance. Conduct regular performance reviews, identify development needs, and implement training plans. Foster a collaborative team environment and promote knowledge sharing. Address personnel issues and ensure adherence to company policies and procedures.
• Technical Issue Resolution and Case Management (20%): Oversee day-to-day technical support operations for assigned product areas. Ensure customer issues are properly logged, triaged, and resolved according to service level agreements. Coordinate team response to complex problems and challenging support scenarios. Monitor key support metrics and implement corrective actions as needed. Support engineering teams in achieving issue resolution targets and customer satisfaction objectives.
• Technical Knowledge Management and Content Development (15%): Identify and implement knowledge management processes within assigned support areas. Apply technical documentation methodologies and content management techniques. Analyze support cases to develop effective troubleshooting guides and technical content. Develop and implement practical knowledge base approaches that enhance resolution efficiency, technical accuracy, or support consistency. Track and report knowledge utilization and effectiveness.
• Escalation Management and Critical Issue Resolution (15%): Coordinate escalation activities and critical issue resolution efforts for assigned product areas. Monitor escalation process and address bottlenecks. Work with engineering teams and product specialists to implement effective resolution strategies for complex technical issues. Support resolution of high-priority customer problems. Implement preventive measures to improve escalation management and critical issue handling.
• Support Process Development and Improvement (15%): Oversee the development and maintenance of technical support processes and procedures. Ensure support methodologies, troubleshooting workflows, and resolution approaches are accurate and effective. Implement process improvement practices and train team members on support requirements. Review and approve support processes before implementation.
• Cross-functional Coordination (10%): Coordinate with engineering teams, product specialists, field applications, and customer service to ensure integrated support for technical issue resolution. Participate in operational review meetings and communicate support status and issues. Collaborate on problem-solving activities and process improvement initiatives. Represent technical support in cross-functional projects and customer issue resolution efforts.

• Own the end-to-end incident management lifecycle at a L2/L3 layer – define, document, and continuously improve processes; drive team adherence through training, audits, and corrective action [10%].

• Review and triage incoming customer tickets daily; assign issues to team members based on skill level, while personally managing complex or high-impact issues through to resolution; maintain clear and timely communication with customers throughout the issue lifecycle, collaborating with Sales and Accounts teams to ensure consistent communication and a coordinated response. [35%]

• Manage escalations to M2M device vendors and airtime service providers; hold third parties accountable to agreed resolution timeframes and maintain productive working relationships to support fast customer outcomes. [10%]

• Manage day-to-day team operations including workload distribution, rostering, and performance coaching; act as the first escalation point for team members and support them in resolving issues assigned to them. [10%]

• Engage proactively with airtime service providers on new services/platforms/products or changes to existing ones; lead the planning, testing, and execution of onboarding activities to ensure seamless transitions with minimal customer impact. [25%]

• Produce and present regular performance reports to stakeholders; drive process compliance and lead audits and assessments. [10%]

Education and Experience
• Bachelor's degree in Electrical Engineering, Computer Engineering, or related technical field required
• Minimum 5+ years of experience in technical support, customer service engineering, or related technical role
• Minimum 2+ years of supervisory or team lead experience
• Experience with semiconductor products, technical troubleshooting, and customer support
• Familiarity with case management systems, knowledge bases, and service level management
• Background in technical support, customer service, or field applications engineering

Qualifications
• Solid understanding of semiconductor technology, product applications, and troubleshooting methodologies
• Working knowledge of technical support processes, case management, and escalation procedures
• Developing leadership skills with ability to supervise technical staff and coordinate team activities
• Problem-solving abilities with experience troubleshooting complex technical issues
• Good communication skills for effective interaction with team members and cross-functional partners
• Basic project management capabilities including planning, scheduling, and tracking activities
• Proficiency with relevant support tools, case management systems, and knowledge bases
• Understanding of customer service principles, service level agreements, and quality measurements
• Ability to translate complex technical concepts into clear explanations and resolution paths
• Experience working in a fast-paced technical support environment with changing priorities

Travel Requirements
• Domestic travel required up to 10% of the time
• International travel required up to 5% of the time, primarily for training, customer visits, or team coordination

Level of Authority
• Manages a team of technical support engineers and specialists (5-10 employees) within assigned product areas
• Administers departmental resources including operating budgets, support tools, and knowledge systems
• Approves routine support processes, resolution approaches, and procedural changes
• Authorizes daily work assignments, case priorities, and escalation decisions
• Implements departmental policies, support procedures, and technical guidelines
• Makes decisions regarding daily operations, resource allocation, and priority setting
• Conducts performance evaluations and recommends personnel actions for direct reports
• Leads support improvement projects and process enhancement activities

Job Complexity
• Role requires balancing technical expertise with team management responsibilities
• Must coordinate support activities across assigned product lines or customer segments
• Navigates priorities from customers, engineering teams, and service level requirements
• Required to make decisions affecting issue resolution and customer satisfaction
• Manages technical support for multiple products or customer segments within defined scope
• Addresses technical challenges related to product complexity, troubleshooting methodology, and resolution workflows
• Ensures compliance with established support procedures, service levels, and quality standards
• Adapts support activities to changing product priorities, customer needs, and technical challenges
• Balances immediate case resolution requirements with longer-term support improvement objectives