Software Support Manager
System Innovators is seeking a Software Support Manager to join our Client Services Team!As the Software Support Manager you are responsible to lead and manage a team of 4 - 6 technical support analysts working the Client Services Department.
In addition to team management and leadership responsibilities, you will be responsible for defining, implementing, and monitoring business processes that will lead to efficient ticket resolution with end goals including customer retention and references.
You will assist our clients with organizing and executing User Group meetings and make a difference for our customers by attending the User Group meetings and capturing customer feedback to improve our services and products.
What your impact will be:
Oversee 100% of support requests, incidents and problems with responsibility for on time delivery and achievement of internal and external Service Level Agreements Understanding of our corporate SLA's with our customers Contributing to the development of short and long term strategic business goals Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems Manages and coordinates urgent and complicated support issues, act as escalation point for all requests and incidents.
Developing and administering a mature ticket escalation processes to ensure free flowing escalation and information within the organization.
Creating & ensuring adherence to the Standard Operating Procedures; fostering continuous improvement Monitoring the performance of team members Define and coordinate analysts' responsibilities Developing leadership pipeline to meet short & long-term business goals by training, coaching and mentoring Client Services Analyst, Technical Software Support Analyst and 3rd Level Support Analysts.
Manages Client Services staff including performance evaluations, promotions, hiring and disciplinary responsibilities Responsible for capacity planning, shift scheduling, and adherence to ensure adequate coverage during normal business hours Reporting of KPIs, identifying and acting on trends, and developing strategies for improvement Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department Review customer feedback surveys to improve services, tools and support experience.
Manage process for communicating outage/emergency activities to the organization Provides leadership by projecting a positive attitude Interfaces with internal and external customers, employing a high degree of tact and diplomacy Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service Liaison with other support functions of the company affecting customer support What we are looking for:
3
years of experience as part of a software / application support organization.
1
years team management experience, FTEs or vendors, with a strong ability to supervise support activities, implementations and change.
1
years of internal or external customer facing roles B.
A.
or B.
S.
bachelor's degree, or equivalent experience Thorough knowledge of functional area under supervision and strong process, technical, and computer support abilities Excellent critical thinking and analytical skills Ability to interact with and influence all levels of the business Excellent at articulating vision and planning execution of projects What we offer:
An attractive compensation package A casual work environment Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D) Paid Vacation About us:
Our sole focus is providing enterprise payment and revenue management solutions to governments like yours.
With more than 100 public sector customers, System Innovators (SI) is the leading provider of Enterprise Revenue Management (ERM), centralized cashiering and payment solutions for governments and utilities.
Recommended Skills Analytical Business Process Improvement Business Processes Coaching And Mentoring Communication Critical Thinking Estimated Salary: $20 to $28 per hour based on qualifications.
In addition to team management and leadership responsibilities, you will be responsible for defining, implementing, and monitoring business processes that will lead to efficient ticket resolution with end goals including customer retention and references.
You will assist our clients with organizing and executing User Group meetings and make a difference for our customers by attending the User Group meetings and capturing customer feedback to improve our services and products.
What your impact will be:
Oversee 100% of support requests, incidents and problems with responsibility for on time delivery and achievement of internal and external Service Level Agreements Understanding of our corporate SLA's with our customers Contributing to the development of short and long term strategic business goals Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems Manages and coordinates urgent and complicated support issues, act as escalation point for all requests and incidents.
Developing and administering a mature ticket escalation processes to ensure free flowing escalation and information within the organization.
Creating & ensuring adherence to the Standard Operating Procedures; fostering continuous improvement Monitoring the performance of team members Define and coordinate analysts' responsibilities Developing leadership pipeline to meet short & long-term business goals by training, coaching and mentoring Client Services Analyst, Technical Software Support Analyst and 3rd Level Support Analysts.
Manages Client Services staff including performance evaluations, promotions, hiring and disciplinary responsibilities Responsible for capacity planning, shift scheduling, and adherence to ensure adequate coverage during normal business hours Reporting of KPIs, identifying and acting on trends, and developing strategies for improvement Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department Review customer feedback surveys to improve services, tools and support experience.
Manage process for communicating outage/emergency activities to the organization Provides leadership by projecting a positive attitude Interfaces with internal and external customers, employing a high degree of tact and diplomacy Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service Liaison with other support functions of the company affecting customer support What we are looking for:
3
years of experience as part of a software / application support organization.
1
years team management experience, FTEs or vendors, with a strong ability to supervise support activities, implementations and change.
1
years of internal or external customer facing roles B.
A.
or B.
S.
bachelor's degree, or equivalent experience Thorough knowledge of functional area under supervision and strong process, technical, and computer support abilities Excellent critical thinking and analytical skills Ability to interact with and influence all levels of the business Excellent at articulating vision and planning execution of projects What we offer:
An attractive compensation package A casual work environment Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D) Paid Vacation About us:
Our sole focus is providing enterprise payment and revenue management solutions to governments like yours.
With more than 100 public sector customers, System Innovators (SI) is the leading provider of Enterprise Revenue Management (ERM), centralized cashiering and payment solutions for governments and utilities.
Recommended Skills Analytical Business Process Improvement Business Processes Coaching And Mentoring Communication Critical Thinking Estimated Salary: $20 to $28 per hour based on qualifications.
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