The Manager, Support Services is responsible to lead and manage a small team providing first and second level technical support.
In addition to team management and leadership responsibilities, this role 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.
The Manager, Support Services also assists our clients with organizing and executing User Group meetings. The Manager, Support Services has an opportunity to 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 phone/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 Level 1 and Level 2 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:
5+ years of experience as part of a support organization.
2+ years external customer support management experience, FTEs or vendors, with a strong ability to supervise support activities, implementations and change.
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. With over 115 public sector customers, System Innovators (SI) is the leading provider of Enterprise Revenue Management (ERM), centralized cashiering and payment solutions for governments and utilities.