During my career in technical support, I have witnessed firsthand the transformative power of human creativity and empathy in solving complex problems. While artificial intelligence…
Category: Thoughts
During my career, I’ve witnessed the transformation of support teams from centralised office spaces to remote work environments. This shift has brought about new challenges…
As a senior technical support manager, it’s critical to understand the importance of providing stability to your team, especially during times of change. With many companies experiencing reductions in force, it’s more important than ever to ensure your team feels secure and confident in their roles.
For technical support engineers, the role demands in-depth knowledge, problem-solving skills, and a keen sense of ownership. But what happens when you are promoted to a managerial role? The transition from an individual contributor role to a leadership position can be a challenging experience. In this article, we will explore some common challenges faced by first-time technical support managers and provide practical advice on how support leaders can help them succeed.