After Hours Technical Support Manager

Date PostedFebruary 17, 2018
IndustryTV Jobs
Job StatusFull-time
SalaryNot Specified

Sinclair Digital is looking for an After Hours Technical Support Manager to lead a new support coverage initiative in the Digital Publishing and OTT business. He or She will report to the Sr. Manager of Technical Support and will play a pivotal role in ensuring the success of After Hours Support for Digital Publishers and Brand App Subscribers. First and foremost, the new After Hours Technical Support Manager will be responsible for triggering and mass communicating for incident management. Within 90 days of hire, the Support Manager will be responsible for the After Hours Support team’s SLA’s for all prioritized P0-P3 work. The Support Manager will be responsible for After Hours Support work quality and qualitative measures, and for reporting out results to the business. The new Support Manager will be responsible for holding 1:1’s, developing training plans, and expanding After Hours Support capabilities. The Support Manager will be responsible for scheduling and ensuring support coverage for a set period of time and will serve as the escalation point for his/her team. The Support Manager will represent the voice of the After Hours Support team and advocate for necessary resources and tools using data backed proposals. The Support Manager will be partner for screening, interviewing, and hiring new candidates and owning onboarding for After Hours new hires. The Support Manager will partner to ensure continuity and information exchange between 1st shift US and 2nd shift India teams.


  • Incident Management Experience in 24x7 environment.
  • Must be customer focused with an impeccable standard of customer service.
  • Experience setting up Service Level Agreements, measuring performance, and achieving SLA goals.
  • Experience onboarding and training new hires.
  • Expertise in creating training materials and documentation.
  • Experience with staffing / scheduling / forecasting.
  • Experience with administering phone, ticketing, or chat systems.
  • Experience setting up KPI dashboards and reporting out metrics for business Line of Sight.
  • Experience mentoring employees and collaborating on career development plans.
  • High degree of ownership and accountability with strong communication skills.
  • Expert troubleshooting skills for web and mobile.
  • Ability to propose and lead change of operational improvements.
  • Must incorporate a Servant Leadership Approach to Managing.

Preferred Skills

  • Experience with Operational Excellence approach.
  • Process improvement experience: Green Belt, or ITIL knowledge is a plus.
  • Experience with collecting information and creating actionable data is a plus (Google Analytics, MySQL).
  • UI/UX development experience is a plus (not required).
  • Experience with the technologies that power websites: HTML5, CSS, JavaScript, and AWS.
  • Working knowledge of Agile software development practices including: Scrum, QA, and Release processes.
  • Ability to serve as the of Voice of the Customer and provide feedback and bugs documentation to internal scrum teams.
  • Process improvement experience: Green Belt, or ITIL knowledge is a plus.
  • Admin experience with Atlassian JIRA and Service Desk is a plus.
  • Bachelor’s degree or a minimum of four years of progressing experience in a Technical Customer Support environment.
  • 1-2 years People Management experience.


There are few companies that can provide the breadth and depth of audience impact and scope of work that Sinclair can. Sinclair Digital is transforming how television is produced, distributed, and consumed. We are the innovation team for the largest and most diversified television broadcasting company in the country, with more local television stations than anyone and affiliations with all major networks. Our multidisciplinary team works together to create elegant solutions to the complex problems around delivering the most trusted, empathic, engaging, quality news, information, and entertainment to web, mobile, broadcast, and over-the-top (OTT) media distribution to audiences all over the country. Our digital portfolio combines websites, mobile apps, over-the-top (OTT) apps, a content management and publishing platform, and into a seamless user experiences. We run lean, move with agility, and take pride in our charter to transform the Sinclair Broadcast Group from a broadcast-centric company into a omni-platform enterprise while maintaining our corporate entrepreneurial spirit.

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

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