Web Support Manager

TicketNetwork is seeking a motivated, self-driven, technical minded individual to manage the day to day operations of its Web Support Services team. The ideal candidate will be an intuitive people manager and capable of forming strong professional relationships with business operations stakeholders, website marketers, and both internal and third party development teams.

The Web Support Team performs all implementation tasks related to new clients joining TicketNetwork’s website platform(s), provides website marketing consultation to internal and external clients, debugs, triages, escalates, and often fixes production website issues as they arise, as well as countless other support related tasks critical to TicketNetwork’s operational success.

The Web Support Team Manager will be the front-line to triage urgent support issues, validate incoming website modification requests against client business goals, provide technical guidance on feasibility of website modifications, and help set support team SLA expectations – both from a time-line and complexity perspective. The Web Support Team Manager will also translate client needs into feature requests to TicketNetwork internal engineering teams, as well as off-site consultant developers to help business operations teams meet their website marketing and sales goals. Finally, the Web Support Team Manager will mentor and review Web Support Team members on an ongoing basis.

Primary Responsibilities:

• Individually manage a team of Website Technical Support and Implementation Specialists
• Handle day to day implementation tasks, delegate high priority support issues to the appropriate team members, and see support issues through to resolution
• Manage & help refine urgent issue escalation processes for the team
• Serve as primary point of contact for both internal and external application development resources
• Lead business-driven integrations of TicketNetwork technologies with third parties and clients
• Become subject matter expert in features of white-label TicketNetwork web technologies and APIs
• Solve inter-team process inefficiencies, taking care to satisfy the support team’s requirements while still allowing business initiatives to move forward quickly and seamlessly
• Translate incoming client requests into actionable tasks for team members
• Provide feasibility analysis of website feature requests, soliciting feedback from team of implementation specialists and developers where applicable
• Mentor and hold performance reviews for Web Support Team members

Required Skills:

• Fluent in website marketing and analytics technologies
• Excellent analytical abilities and problem-solving skills
• Ability to manage expectations across several internal teams
• Excellent issue triage/prioritization and remediation skills
• Excellent collaboration and communication skills
• Ability to manage multiple complex priorities from multiple stakeholders at any given time
• Ability to translate basic website concepts into easily digestible information for business stakeholder consumption
• Ability to quickly adapt to shifting priorities and identify activities required to ensure swift resolutions
• Highly accountable and naturally works well with the team to seek innovative solutions
• Ability to thrive in a fast paced environment with minimal direction
• Strong customer skills are a requirement

Required Experience:

• 2+ years technical personnel management experience
• 3+ years implementing or otherwise working with website analytics and tracking technology
• 2+ years experience interacting with senior website operations and marketing personnel
• Experience defining and delivering department training activities
• Demonstrated ability to cultivate a cooperative working environment within a team
• Proven track record of helping third parties or clients implement technologies of all kinds
• Proven track record of completing tasks on time and following up with stakeholders in a timely manner

Preferred Experience:

• Experience working in a service or support capacity
• Experience using support/helpdesk tools such as Zendesk, Freshdesk, et al
• Demonstrated ability to document software implementation practices
• Experience with implementing web or client software with third parties
• Experience doing light front-end development or web design

Education:

• Minimum of Associate’s degree required in IT, CS, Computer Engineering, Technical Management, Business Management or Marketing
• Bachelor’s degree in related fields preferred

Schedule:

• Monday-Friday, 9:00AM to 6:00PM
• Additional hours may be needed to meet business needs

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