Manager LMS Product Support

Who We Are:   CompTIA is a leading voice and advocate for the $5 trillion global information technology ecosystem; and the estimated 75 million industry and tech professionals who design, implement, manage, and safeguard the technology that powers the world’s economy.   Through education, training, certifications, philanthropy and market research, CompTIA promotes industry growth; the development of a highly skilled workforce and a commitment to creating an environment where innovation happens, and the opportunities and benefits made possible through technology are available to all.     Scope Summary: The Manager of LMS Product Support leads a technical support team responsible for diagnosing and resolving complex LMS integration and product issues for CompTIA learning platforms. This role serves as both a people leader and senior technical resource, partnering closely with product, Engineering, and Implementation teams to improve product quality, reduce support volume, and deliver a seamless customer experience. The Manager owns escalations, drives root cause analysis, and ensures effective cross functional collaboration while maintaining high standards for service delivery and customer satisfaction. Essential Duties and Responsibilities:   Team Leadership & Operations Lead, coach, and develop LMS Product Support Specialist Manage Zendesk workflows, queues, and escalations Track and improve SLAs and customer satisfaction Conduct performance reviews and support career growth   Technical Support & Escalations Act as a hands-on technical leader for complex issues Troubleshoot LMS integrations (LTI 1.3, SSO, APIs) Analyze logs and system behavior to identify root causes Own high-impact escalations and communication   Cross-Functional Collaboration Partner with Product, Engineering, and Implementation teams Write clear bug reports and track resolution Participate in product discussions and release readiness Implementation & Process Alignment Improve onboarding and integration processes Reduce recurring support issues Ensure smooth handoffs between teams Incident Management Lead Sev 1 / Sev 2 incident response Communicate status updates to stakeholders Drive post-incident reviews Reporting & Continuous Improvement Track KPIs and support metrics Build dashboards and reports Maintain knowledge base documentation Identify automation opportunities Key Performance Metrics: Resolution time and SLA adherence Customer satisfaction Escalation rates Team productivity Skills and Qualifications:   Experience managing technical support Knowledge of LMS platforms (Canvas, Moodle, Brightspace, etc.) Understanding of LTI 1.3, SSO, and APIs Zendesk experience Strong troubleshooting and communication skills Management experience preferred Technical support or LMS role experience Education and/or Experience:   Degree preferred but not required for the role 5+ years of direct experience in related field    Why Join Us:   We're a team of driven, creative problem-solvers who are passionate about empowering people to realize their full potential. We foster a collaborative and inclusive culture where ideas are welcomed, growth is encouraged, and success is celebrated. We're not just looking for employees, we're looking for partners who share our vision and are eager to contribute to our purpose. If you're ready to unlock your potential and reach new heights, join us today.    Our team works hard and we recognize the importance of taking care of our own. We offer our employees a comprehensive suite of benefit offerings including:   Health, Dental, and Vision Insurance & FSA/HSA Plans Performance bonus up to 10% of base salary Unlimited PTO & 15 Paid Holidays Flexible Schedules & Summer Hours 12 weeks of Paid Parental Leave Sponsored Costco or Sam’s Membership 401K Retirement Plan with 6% company match Spot Bonuses for going above & beyond Tuition Reimbursement Home Office Allowance Wellness Reimbursement Student Loan Repayment  Broadband Stipend Expected compensation based on experience and qualifications – $84,000 – $97,000