Manager of Software Support

PassagewaysIT & Cybersecurity 3-5 Years

Job Description

Primary Responsibilities:
• Manage a team of Software Support analysts, acting as mentor and coach
• Manage and communicate the road – map for future group-based improvements, including multi-language and 24/7 support
• Establish growth and evaluation plans for team members and the group
• Understand company goals and targets. Establish clear, recurring, metrics and reports that measure the performance of the group against targets
• Define clear processes, and align work activities to a Level 1 – 2 – 3 structure
• Administer the core ticketing system used to implement group processes
• Establish and Administer a Knowledge based system to be used by your team for sharing critical support information
• Build relationships and establish interfaces with other organizational leaders
• Instill a culture of impeccable customer care and continuous improvement

• BA/BS in Computer Science, Information Systems or equivalent work experience in enterprise support
• 5+ years of experience in software customer support services
• 2+ years of experience managing and mentoring a software support team
• Strong technical skills including but not limited to: CSS, HTML, IIS, SQL, Active Directory, Windows Servers
• Work experience in SaaS industry is a plus
• Experience working in the cross-functional environment with sales, support, product development
• Ability to balance day-to-day tactics and long-term strategy
• Must be authorized to work in the United States for any employer
• Permanent work authorization in the US

Posted On

November 8, 2019