Manager, Support

JOB TITLE:  Manager, Support

DEPARTMENT:  Public Sector Operations

REPORTS TO:  Director of Support

JOB LOCATION: Onsite (Atlanta, GA area)

TRAVEL:  up to 50%

The Manager, Support oversees two software support teams, one in Temple GA and one in Canton GA. They ensure the delivery of high-quality technical support for software applications. This role involves managing support operations, developing and implementing support processes, and ensuring customer satisfaction. The Manager, Support works closely with other departments, including development and product, to address and resolve complex issues and improve software performance.

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.

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York