Technical Support Manager- II

About Us Rodenbaugh’s, Inc. is a family-owned, full-service home improvement business based in Allen, Texas . We specialize in flooring, appliances, cabinetry, countertops, and mattresses -- For decades, we’ve built our reputation on delivering high-quality products and a deeply personalized customer experience. As part of the Flooring America network, we balance local service with powerful buying advantages. helping homeowners in the North Dallas area and beyond transform their spaces. Visit rodenbaughs.com for more. Why We Are Hiring To support our growth and remote operations, we’re expanding our technical support team. We need an experienced leader to guide and scale our remote support structure . This role is essential to maintaining the service quality and operational efficiency our brand is known for. Position Summary As the Technical Support Manager, you will lead a team of remote support technicians. serve as the escalation point for advanced technical issues. and drive improvements that enhance support efficiency. Key Responsibilities --Lead and manage a remote technical support team, including hiring, training, and performance management --Develop, implement, and monitor support processes, workflows, and SLAs --Serve as the escalation point for complex issues and major incidents --Collaborate with other departments to align support strategies with business needs --Analyze support metrics and drive continuous improvement --Create and maintain technical documentation and self-service resources --Oversee software and hardware provisioning for remote employees --Manage ticketing systems and ensure proper prioritization --Build customer satisfaction tools and track feedback for improvement Qualifications --5+ years of technical support experience with 2+ years in a managerial role --Strong understanding of remote support tools, ticketing systems, and IT infrastructure --Proven leadership skills with experience managing distributed teams --Excellent communication and problem-solving abilities --Ability to analyze performance data and implement improvements --Bachelor’s degree in IT, Computer Science, Business, or related field preferred --Experience in home improvement or retail tech is a plus Pay: $40.00 - $45.00 per hour Expected hours: 40 per week Benefits: • 401(k) • Dental insurance • Flexible schedule • Health insurance • Paid time off Work Location: Remote Apply tot his job