What are the responsibilities and job description for the Support Manager position at i3 Verticals?
JOB TITLE: Software Support Manager
FLSA STATUS: Exempt
DEPARTMENT: Public Sector Operations
REPORTS TO: Director of Support
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Piney Flats, TN or Shreveport, LA
TRAVEL: 5%
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.
