Kforce has a client that is seeking a Technical Support Manager in Fayetteville, GA. Key Responsibilities: Team Leadership & Development: * Manage, mentor, and develop support engineers and technicians based throughout North America * Conduct regular 1:1s * Ensure effective communication and collaboration across teams in both locations * Foster a positive and collaborative team culture that aligns with Company's values and goals Operational Management: * Oversee day-to-day support operations to meet SLAs and maintain high customer satisfaction * Monitor and analyze key metrics to identify trends and areas for improvement * Establish processes for prioritizing and resolving customer issues promptly and efficiently Customer Relationship Management: * Build and maintain strong relationships with key Studio Customers to understand their needs and ensure satisfaction, especially during critical incidents and escalations * Attend client meetings to provide technical support to the Client Services team as required Incident & Escalation Management: * Act as the point of escalation for high-priority incidents and coordinate resolution efforts across teams * Work closely with specialized teams to address issues, as required * Engage with internal stakeholders to investigate root causes and implement preventative measures Cross-Functional Collaboration: * Provide feedback to product teams based on customer insights and support experiences * Participate in planning and execution of system upgrades, migrations, and other projects impacting support Documentation & Reporting: * Maintain up-to-date documentation for processes, workflows, and issue resolutions * Generate recurring reports on team performance, customer feedback, and operational improvements