Manager, Technical Support Business

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
The Manager, Technical Support Business leads a frontline technical organization accountable for delivering reliable technical support for business customers. This role serves as the first line of defense for connectivity and service-impacting issues, ensuring customers receive timely, accurate support in an environment where availability and responsiveness are critical.

The Manager leads teams that provide inbound, real-time technical support for a broad range of connectivity and service issues. These teams operate within an always-on support environment, requiring the Manager to balance speed, technical accuracy, and operational risk while maintaining consistent execution across assigned teams and shifts.

The Manager is accountable for frontline technical outcomes, escalation ownership, and talent readiness, partnering closely with Engineering, IT, and business stakeholders when deeper technical engagement is required. Success in this role depends on strong operational leadership, disciplined escalation management, and the ability to sustain performance in a high-availability support environment.

Job Responsibilities:

• Own outcomes for inbound technical issue resolution, serving as the first line of defense for connectivity and service-impacting issues affecting business customers. Ensure timely, accurate troubleshooting and resolution across a wide range of technical scenarios. Serve as the final escalation authority for complex, high-risk, or production-impacting issues within the Technical Support Business scope.
• Lead teams operating within a high-availability technical support environment, ensuring consistent execution across assigned shifts and work types. Balance speed, technical accuracy, and operational risk when making real-time technical and staffing decisions. Drive operational discipline to minimize customer disruption and protect service reliability.
• Directly manage Technical Specialists with full authority for hiring, performance management, corrective action, and terminations. Develop and execute talent plans that ensure technical readiness, skill depth, and effective coverage aligned to business needs. Build a resilient frontline team capable of responding to high-urgency customer issues.
• Make judgment-based trade-offs to mitigate downstream operational and reputational risk during technical incidents. Establish and enforce escalation guardrails to ensure issues are resolved at the appropriate level or routed to advanced technical partners when needed. Partner with technical teams to stabilize service and reduce repeat incidents.
• Partner closely with Engineering, IT, and Business stakeholders to resolve issues requiring deeper technical engagement. Coordinate handoffs and collaboration with Advanced Tech Support when issues exceed first-line resolution. Represent Technical Support Business operational risks, insights, and needs in cross-functional discussions.

Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree Equivalent work experience  (Preferred)
• 2-4 years Relevant customer service experience (Required)
• 1+ years experience supporting production-impacting technical systems or technology solutions  (Required)
• 1+ years demonstrated people leadership experience  (Required)
• Less than 2 years Project management experience (Preferred)
• 4-7 years Experience in technical support or telecommunications (Preferred)

Knowledge, Skills and Abilities:

• Communication Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required)
• Organization Effective time management & organization skills (Required)
• Problem Solving Advanced decision making & problem solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)
• Windows Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)
• Conflict Resolution Expertise in de-escalating customers; conflict resolution skills (Required)
• Coaching Ability to formulate and deliver specific, actionable feedback (Required)
• Team Leadership Ability to lead across teams and create and execute aligned plans (Required)
• MS Office Suite Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
• Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)
• Time & Attendance Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $72,200 - $130,200

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ365626&paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.