Michael Blanco
Software Support Engineering Leader | Technical Support Escalation Leader | HRIS & SaaS Solutions Leader | Servant Leader | Mentor | Coach
- Role
- Software Support Manager at Toptech Systems
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Michael Blanco
In my roles as a Software Support Engineering Manager & Site Reliability Engineering…
Experience
Software Support Manager
Aug 2025 — Present · Longwood, FL, US
As Software Support Manager, I lead and develop a high-performing support team dedicated to delivering exceptional customer experiences and driving operational excellence. My responsibilities include:• Leading a team of technical support professionals and overseeing the day-to-day operations of the Support Team.• Enhancing customer service outcomes by evaluating and redesigning processes, setting and monitoring service metrics, and implementing data-driven improvements.• Building and maintaining capacity planning processes to align team resources with current and future business needs.• Partnering with customers to understand requirements through surveys, feedback, and benchmarking against industry best practices.• Maximizing customer operational performance by providing expert technical guidance, resolving escalations, and sharing proactive advisories and solutions.• Driving continuous improvement by contributing customer insights to strategic planning, implementing productivity and quality standards, and monitoring performance trends.• Managing all aspects of team development — including recruiting, training, coaching, performance reviews, and recognition — to foster growth and accountability.• Applying Daily Management practices to ensure clear communication, alignment with customer requirements, and transparent performance tracking.• Collaborating with cross-functional Operations leaders to resolve challenges and provide technical expertise.
Education
Florida Atlantic University
BA - Management Information Systems
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