Job Details

JOB TITLE: Software Support Manager

DEPARTMENT: Public Sector Operations

REPORTS TO: Director of Support

JOB LOCATION: Piney Flats, TN

TRAVEL: 25%

ESSENTIAL DUTIES &RESPONSIBILITIES:

• Lead and manage the software support team, including recruitment, training, and performance management.
• Develop and implement support strategies, processes, and best practices to improve efficiency and customer satisfaction.
• Monitor support metrics and key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and quality standards.
• Oversee the resolution of escalated and complex technical issues, ensuring timely and effective solutions.
• Collaborate with development, product management, and other stakeholders to identify and address software defects and enhancement opportunities.
• Provide regular reports and updates on support activities, performance, and customer feedback to senior management.
• Develop and maintain support documentation, including knowledge bases, user guides, and troubleshooting resources.
• Ensure adherence to company policies, procedures, and compliance requirements.
• Manage support tools and systems and recommend improvements to enhance support operations.
• Foster a customer-centric culture within the support team, focusing on delivering exceptional service and building strong client relationships.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Associate's degree or equivalent professional experience.
• Strong leadership and team management skills, with the ability to motivate and develop a team.
• Proficiency in using support ticketing systems, remote access software, and other support technologies.
• Effective communication skills and the ability to interact with stakeholders.
• Must have strong verbal and written communication skills

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Bachelor's degree or higher from an accredited institution.
• Two (2) or more years of related experience
• Experience with support metrics, KPIs, and performance management.

Equal Opportunity Employer

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For further information, please review the Know Your Rights notice from the Department of Labor.