As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.The TAC Manager (TACM) leads a team of technical and system support specialists and oversees daily support operations. The primary function of the position is to oversee the lifecycle and ultimate resolution of technical issues reported by customers. The TACM requires technical proficiency and strong leadership capabilities and acts as the point of contact for Clever Devices customers seeking support. The TACM shall demonstrate exceptional skills in managing people, customer service, technical investigation and problem solving, as well as communication to effectively maintain a cooperative working relationship with fellow managers, employees and customers.Decision Making Authority:The TAC Manager works in an independent manner with little to no supervision, exercises superior discretion and judgment regarding routine work, and looks for assistance on non-routine events and issues.Primary Responsibilities:Implements and manages productivity scorecard, KPI metrics and team goals for Technical Assistance CenterDevelop and implement strategic plan to allow for improvement and growth of customer successActs as technical advisor and manager for support team, providing direction and guidance for timely resolution of customer issuesServes as senior level technical resource for system troubleshooting, issue identification, and resolution coordinationSeeks to improve the customer experience through technology improvement, efficiencies, and processMonitor systems to detect deficiencies, and recommends changes and solutionsWork closely with cross functional teams and provides key stakeholders with analysis of data and reported issuesDevelops and maintains quality and process documentation for helpdesk operationEscalates issues to senior management as requiredProvides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration.Proactively works with clients to ensure system uptime and optimal use of system functionalityEnsures efficient and timely means of providing problem diagnosis, troubleshooting, and solution for customerProvides clear answers, explanations, and resolutions to customersManages staff selection, growth and retentionDevelops technical documentation, FAQs, and maintains a knowledge databaseLooks for ways to innovate and automate workflowsOther duties as assignedEducation & Experience:Minimum of Bachelors level degree in Computer Science, Engineering, or equivalent10+ years' experience in a technical support or engineering environment which involves the integration of hardware, software, data, and communications technologies5+ years in a help desk or technical support management roleSenior level supervisory experience in a technical call center/help desk environmentSkills & Competencies:Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution.Able to work well under pressureExpert level experience with call tracking softwareAdvance skills in Microsoft's Office Suite.Strong communication skills including oral, written, and customer approachClever Devices is an Affirmative Action/Equal Opportunity Employer