Technical Customer Support Manager (INDG)

You will help lead the reinventing of our technical support team to enable our business growth goals for the future. You will maintain effective cross-departmental relationships that will position our team to support a world-class customer experience with our products. You will set the standard for technical support interactions strategically and operationally through coaching and developing direct reports to achieve positive results against performance and customer satisfaction metrics goals.

What you will do:

• Manage day-to-day operations and service delivery of technical support to users of the Bloomberg Industry Group’s suite of products.

• Guide your team with customer service, and technical support best practices and industry standards.

• Learn and adapt the technical support team’s capabilities to meet the demands of our customers most efficiently.

• Evaluate and improve overall department organization, efficiency, and performance by identifying opportunities to enhance internal processes.

• Gather and leverage customer interaction data to drive innovation in the Technical Support team and the business.

• Set clear objectives, evaluate progress, and develop a high-performance culture with a focus on collaboration, service excellence, and ownership for resolving customer issues.

• Ensure working practices are well-defined, operational, and leveraging technology to improve efficiency.

• Partner extensively with internal teams including Sales, Product Management, Customer Experience, and engineering to maintain alignment.

• Develop and implement training programs to drive individual performance by focusing on technical and skills development.

• Develop a culture of continuous improvement and manage change both at an individual and team level.

You need to have:

• Bachelor’s degree or equivalent experience required.

• 5+ years of experience supporting software including release support, beta testing, and UAT.

• 3 + years of people management experience required, preferably in a technical support function.

• Experience managing multiple priorities and projects simultaneously.

• Knowledge of ITIL v3 foundations and Agile methodology or ITIL 4 Foundations

• Knowledge of Salesforce or a similar CRM.

Equal Opportunity

Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group’s policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law (“Protected Characteristic”). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics (“Discrimination”).