Technical Support Manager (Help Desk)

Advertising.com is the most innovative company in online advertising, with pioneering technologies and strategies that have made us one of the most successful dots in the dot.com world. We conduct strategic marketing campaigns that guarantee results for our clients. And for employees, we offer a one-of-a-kind place to begin or advance your career. We're the best in our business because we attract the best people. So we hope you'll take a minute to see what the dot is all about.

The Technical Operations Manager will be responsible for managing the day to day operations of Technical Support. This team provides technical expertise and support to both external and internal clients on all Advertising.com products in the US, EU, and Japan. This includes the duties outlined below.

Essential Duties and Responsibilities:
* Distribute requests made by business through TST )Our Ticketing System) to members of Technical Support.
* Speak directly with advertisers and publishers on an as needed basis at the request of internal members of business.
* Provide 2nd tier support to internal business customers to resolve issues.
* Provide 2nd tier support to members of Technical Support.
* Guide and work with members of Technical Support when communications with business involving Operational issues arise.
* Own coordination of production operational issues between Technology Operations and business.
* Escalation of issues through technology while keeping appropriate members of business updated through the process until the issue is resolved.
* In rotation for first point of contact for escalated issues from the 24/7 on-call staff member.
* Mentor new and existing members of Technical Support.
* Manage direct reports.
* Drive strategic initiatives that create efficiencies with input from Management.
* Be available to work in an 8 hour shift other than 9am to 5pm EST M-F
* Perform other activities and duties as requested.

Skills:
* Thorough knowledge of HTML, JavaScript, SQL
* Strong analytical skills
* Working knowledge of Windows and Unix operating systems
* Familiar with various Internet technologies (http/ftp protocols, web serving, email)
* Excellent deductive reasoning and troubleshooting skills
* Excellent organizational and interpersonal skills.
* Excellent customer service skills, with strong written and verbal communications.
* Ability to be on call 24x7 on a rotating basis.
* Ability to lead by example, and provide constructive feedback to other members of Technical Support.
* Ability to prioritize tasks to best meet departmental and organizational goals.
* Ability to teach existing and new members of technical support the established protocols that govern the daily operations of Technical Support.
* Ability to maintain own work flow and meet pre-established deadlines.
* Ability to work effectively as part of a team and with minimal supervision.
* Ability to establish and maintain effective working relationships with managers and employees, along with working with external clients, or customers.
* Ability to respond to frequent demands of multiple managers.

Desired Characteristics:

Education / Experience:
* Bachelor's degree in a Technical/Scientific discipline or equivalent experience, OR
* 3-5 years experience in technical support, or relevant combination of education and experience.
* Or relevant combination of education and experience.

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About Us
Advertising.com is an equal opportunity employer and does not discriminate on the basis of age, color, disability, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other classification prescribed by applicable law.

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