Software Support Manager (Open to Relocate to Latham, NY)

We are looking for someone willing to relocate to the Latham, NY area for our Support Manager position. You will be responsible for the day-to-day operations of the Telematics support teams to ensure service goals are met and that we provide exceptional support to our clients and internal staff.    

The Support Manager position oversees the daily operations and management of the support department and reports to the Program Manager. The support manager’s role is to ensure clients and internal business units receive outstanding support and that all their needs are met. This involves creating and managing customer support policies and procedures for staff to adhere to, training and observing employees and assisting escalated clients.   

Responsibilities 

• Manage the Support team efficiently and effectively to meet the set service goals
• Direct management and supervision of support staff to include:
  • Recognition of positive performance
  • Address performance issues and areas in need of improvement directly and timely
  • Conduct annual performance reviews, setting goals and regular check-ins to ensure they are met
  • Work with each employee to set professional development goals and assistance to achieve them
  • Interview, hire, and onboard new employees; direct new employee training programs
  • Assess training needs for the team; monitor individual progress, and take action as needed
• Participate in support meetings and work with all department managers to develop or improve our services, goals, and procedures.
• Oversee the proper use and reporting of our CRM to ensure the department delivers quality and timely support to our clients.
• Design and propose process improvement suggestions
• Prepare reports and/or documentation concerning the team’s service performance, goals, and needs
• Oversee issue escalations making sure that clients are kept informed and timely progress of resolution
• Review product changes and defects with development and provide them with client feedback to improve the overall product
• Follow and enforce documented Tyler Technologies policies and procedures 

The Support Manager must be able to:   

• Demonstrate ability to understand business processes and apply these to the department.
• Demonstrate excellent people skills and ability to build client relationships.
• Maintain a courteous, professional, and confident demeanor throughout the support experience.
• Work with a diverse client base with varied technical skills.
• Exercise good judgment, discretion, and tact while working with clients.
• Manage multiple tasks and deadlines simultaneously.
• Complete tasks with general direction.
• Demonstrate growing knowledge of our products.
• Maintain composure under pressure.

Work effectively in a fast paced, team-based, customer service-oriented environment.  

Qualifications

• Bachelor’s degree in related field or comparable work experience.
• 3-4 years working in a dynamic technical support environment.
• Management experience highly desirable; a strong desire and ability to motivate and manage a team of professionals is a requirement.
• Effective interpersonal, conflict management, resolution, and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Strong analytical and problem-solving skills.