E-3 Visa Technical Support Manager Jobs
Technical Support Manager roles qualify for E-3 visa sponsorship as specialty occupations requiring a bachelor's degree in a relevant field like information technology or computer science. Australian professionals in this role can secure two-year, indefinitely renewable status without entering an H-1B lottery, making U.S.-based tech and enterprise employers a realistic target.
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Technical Support Team Lead
Job Description Summary
The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.
Job Description
Job Position: Virtual Genius Bar
Business Title: Technical Support Team Lead
REPORTS TO: Midwest Territory Manager
CLASSIFICATION: Exempt
Role Overview
The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.
Key Responsibilities
- Daily Management: Oversee shift activities, manage attendance, and adjust daily schedules to match call or message volume.
- Agent Coaching: Monitor live interactions, evaluate performance, and provide regular feedback to improve soft skills.
- Escalation Handling: Take over difficult customer calls or chats when agents need help resolving a tense situation.
- Performance Tracking: Review key metrics like Average Handle Time (AHT) and customer satisfaction scores.
- Team Support: Assist with hiring, onboard new staff, and help train the team on new products or tools.
Responsible for but not exclusive to the following:
- Provides oversight and supervision of team of Technical Support Associates
- Scheduling and resource management for the team.
- Responsible for performance management process including performance feedback, performance evaluations.
- Escalation Management
- PC break fix support for the business within market.
- Facilitation of onboarding and off-boarding.
- MS Teams support.
- Mobile phone/device support (IOS & Android).
- Training end-users and assisting with deployment of new technology.
- Assist remote support staff when additional resources are required.
- Maintain established service level agreements to meet customer expectations and quality standards.
- Support for North American Brokerage and Valuation and Advisory service lines, including company executives.
- Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
ACCOUNTABILITIES
-
Daily work routines
-
Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
- Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
- Providing documented input to keep knowledge-based articles and procedural documentation up to date.
- Provide proper ticket and incident management.
-
Ensure onboarding, off-boarding, and asset management processes are followed.
-
Request Management
-
Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
-
Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
-
Incident Management
-
Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
- Provide accurate and clear resolution documentation within the incident ticket.
- Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
- Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
- Responsible for 2nd level point of escalation from Service Desk.
-
Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
-
Problem Management
-
Assist with trend and root cause analysis.
-
Proactively identify and communicate problem trends found as part of incident resolution.
-
Technology Enablement
-
Complete in-house training on new technologies, services, processes, and policies as they are released.
- Conduct information sessions aimed to promote end user adoption of technology products and services.
-
Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
-
Project Work
-
Participate in or provide feedback to project testing stages.
-
Support projects as required for supported sites.
-
Metrics, Reporting & Service Performance
-
Monitor operational metrics including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.
- Prepare recurring performance reports, dashboards, and operational summaries for leadership review.
- Identify service trends, recurring issues, and performance gaps that require corrective action or process improvement.
- Use ServiceNow and other reporting tools to track team workload, demand patterns, and service outcomes.
- Partner with leadership to define and improve key performance indicators for the Virtual Genius Bar service.
MINIMUM REQUIREMENTS
- Bachelor's degree or equivalent experience; related computing field preferred.
- 3+ years of technical experience in a corporate environment (multi-state, 10,000+ employee base corporate environment is preferred).
- Knowledge of IT processes, general controls, project management, and system development life cycles.
- ITIL Foundation certification or knowledge is a plus.
- Industry-related technical certificates are a plus or any similar combination of education and experience.
- Has supervisory experience / skillset.
-
Excellent Soft Skills including:
-
Customer service, including written and verbal communication.
- Conflict resolution.
- Strong analytical and problem-solving skills.
- Strong interpersonal skills required to interact with end user clients and team members across the organization.
- Time management skills, to balance and prioritize work.
-
Ability to work independently and as part of a team.
-
Proficient with Windows OS.
- Proficient with MS Office 365, including MS Teams.
- Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
- Active Directory, Intune and Azure fundamentals.
- Familiar with remote support tools.
- Mac experience is a plus.
Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $66,130.00 - $77,800.00
Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.
Job Title
Technical Support Team Lead
Job Description Summary
The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.
Job Description
Job Position: Virtual Genius Bar
Business Title: Technical Support Team Lead
REPORTS TO: Midwest Territory Manager
CLASSIFICATION: Exempt
Role Overview
The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.
Key Responsibilities
- Daily Management: Oversee shift activities, manage attendance, and adjust daily schedules to match call or message volume.
- Agent Coaching: Monitor live interactions, evaluate performance, and provide regular feedback to improve soft skills.
- Escalation Handling: Take over difficult customer calls or chats when agents need help resolving a tense situation.
- Performance Tracking: Review key metrics like Average Handle Time (AHT) and customer satisfaction scores.
- Team Support: Assist with hiring, onboard new staff, and help train the team on new products or tools.
Responsible for but not exclusive to the following:
- Provides oversight and supervision of team of Technical Support Associates
- Scheduling and resource management for the team.
- Responsible for performance management process including performance feedback, performance evaluations.
- Escalation Management
- PC break fix support for the business within market.
- Facilitation of onboarding and off-boarding.
- MS Teams support.
- Mobile phone/device support (IOS & Android).
- Training end-users and assisting with deployment of new technology.
- Assist remote support staff when additional resources are required.
- Maintain established service level agreements to meet customer expectations and quality standards.
- Support for North American Brokerage and Valuation and Advisory service lines, including company executives.
- Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
ACCOUNTABILITIES
-
Daily work routines
-
Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
- Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
- Providing documented input to keep knowledge-based articles and procedural documentation up to date.
- Provide proper ticket and incident management.
-
Ensure onboarding, off-boarding, and asset management processes are followed.
-
Request Management
-
Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
-
Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
-
Incident Management
-
Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
- Provide accurate and clear resolution documentation within the incident ticket.
- Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
- Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
- Responsible for 2nd level point of escalation from Service Desk.
-
Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
-
Problem Management
-
Assist with trend and root cause analysis.
-
Proactively identify and communicate problem trends found as part of incident resolution.
-
Technology Enablement
-
Complete in-house training on new technologies, services, processes, and policies as they are released.
- Conduct information sessions aimed to promote end user adoption of technology products and services.
-
Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
-
Project Work
-
Participate in or provide feedback to project testing stages.
-
Support projects as required for supported sites.
-
Metrics, Reporting & Service Performance
-
Monitor operational metrics including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.
- Prepare recurring performance reports, dashboards, and operational summaries for leadership review.
- Identify service trends, recurring issues, and performance gaps that require corrective action or process improvement.
- Use ServiceNow and other reporting tools to track team workload, demand patterns, and service outcomes.
- Partner with leadership to define and improve key performance indicators for the Virtual Genius Bar service.
MINIMUM REQUIREMENTS
- Bachelor's degree or equivalent experience; related computing field preferred.
- 3+ years of technical experience in a corporate environment (multi-state, 10,000+ employee base corporate environment is preferred).
- Knowledge of IT processes, general controls, project management, and system development life cycles.
- ITIL Foundation certification or knowledge is a plus.
- Industry-related technical certificates are a plus or any similar combination of education and experience.
- Has supervisory experience / skillset.
-
Excellent Soft Skills including:
-
Customer service, including written and verbal communication.
- Conflict resolution.
- Strong analytical and problem-solving skills.
- Strong interpersonal skills required to interact with end user clients and team members across the organization.
- Time management skills, to balance and prioritize work.
-
Ability to work independently and as part of a team.
-
Proficient with Windows OS.
- Proficient with MS Office 365, including MS Teams.
- Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
- Active Directory, Intune and Azure fundamentals.
- Familiar with remote support tools.
- Mac experience is a plus.
Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $66,130.00 - $77,800.00
Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.
See all 463+ E-3 Visa Technical Support Manager Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new E-3 Visa Technical Support Manager Jobs.
Get Access To All JobsTips for Finding E-3 Visa Sponsorship as a Technical Support Manager
Translate your credentials for U.S. employers
An Australian three-year bachelor's degree in IT or computer science satisfies the E-3 visa specialty occupation requirement. Get a credential evaluation if your degree title or field doesn't map obviously to U.S. conventions, since hiring managers and immigration counsel rely on that match.
Target employers with active LCA filing history
Search the DOL's Foreign Labor Application Gateway to confirm which companies have filed Labor Condition Applications for technical support or IT management roles. Employers already familiar with the LCA process move faster and are less likely to stall on sponsorship paperwork.
Position your role as a specialty occupation upfront
Some hiring managers assume support roles don't qualify for E-3 because the title sounds operational. Clarify early that Technical Support Manager roles requiring a degree-level IT background meet the USCIS specialty occupation standard, so sponsorship discussions don't stall at a misconception.
Request the LCA be filed before you resign
The DOL must certify the LCA before you can attend your consulate appointment. Build at least three weeks of LCA processing time into your start date negotiation so you're not locked into a resignation before the paperwork clears.
Use Migrate Mate's E-3 filing service for the full process
Once you have an offer, Migrate Mate's E-3 filing service handles the LCA submission, visa paperwork, and consulate preparation end-to-end. That removes the filing risk from your employer's plate and speeds up the process from offer to appointment.
Verify your employer's E-Verify enrollment status
Some states and federal contractors require employers to use E-Verify for all new hires. Confirming enrollment before you accept an offer prevents complications at onboarding, especially if your employer hasn't sponsored international workers recently.
E-3 Visa Technical Support Manager: Frequently Asked Questions
How do I find Technical Support Manager jobs that offer E-3 visa sponsorship?
Migrate Mate is the most direct way to search, since it filters roles by E-3 sponsorship eligibility rather than showing you listings where sponsorship is ambiguous or missing. Look for employers who have previously filed Labor Condition Applications for IT management roles, as they already understand the E-3 process and are less likely to withdraw sponsorship over administrative unfamiliarity.
How much does it cost to get an E-3 visa?
Migrate Mate's E-3 filing service covers the entire process for $499, including the Labor Condition Application, visa document preparation, and consulate appointment guidance. Traditional immigration lawyers charge $2,000–$5,000+ for the same work. The E-3 has less paperwork than most work visas, so paying thousands for legal help is usually unnecessary.
Does a Technical Support Manager role qualify as a specialty occupation for the E-3?
Yes, provided the position requires a bachelor's degree or higher in a relevant field such as information technology, computer science, or engineering. Roles that accept any degree, regardless of field, are harder to qualify. When the job description specifies a technical degree as a requirement rather than a preference, the specialty occupation standard is much easier to satisfy at the consulate.
How does the E-3 compare to the H-1B for Technical Support Manager roles?
The E-3 has no annual lottery, so you can apply at any point in the year once you have a job offer and a certified LCA. The H-1B requires winning a randomised lottery with a roughly 25% selection rate before any petition can be filed. For Australian professionals in technical support management, the E-3 is a far more predictable path to U.S. employment.
Can I change employers after starting work on an E-3 as a Technical Support Manager?
Yes, but the E-3 is employer-specific, so you'll need a new LCA and a new visa before you start with the next employer. You can't port the visa the way some other statuses allow. The new employer files the LCA with the DOL, and once it's certified you return to a U.S. consulate in Australia for a fresh E-3 stamp tied to the new role.