Support Manager

In this role, you will manage a team of technical support specialists, ensuring timely and effective resolution of customer issues for our partners (NYS Regional Information (RICs), BOCES and direct districts for SchoolTool) while maintaining high satisfaction levels. You will oversee the development of processes, analyze support metrics, and implement strategies to improve efficiency and performance. Collaboration with cross-functional teams, such as product development and service delivery, will be key to delivering exceptional service. The ideal candidate combines technical support expertise, leadership skills, and a passion for customer-focused problem-solving.

Essential Functions :

• Manages technical support processes, implements strategies, and ensures the adoptability and repeatability of practices to assist our external partners.
• Serves as the primary escalation point for technical support tickets that require escalation to engineering for investigation, or to Product as a bug. Ensures timely completion of all investigations.
• Manages critical incidents by leading the team during high-priority situations, ensuring swift resolution through coordinated responses and clear, proactive communication with all stakeholders.
• Manages the SchoolTool Support quarterly OKRs and initiatives from development to execution. Delegates ownership, responsibilities and maintains accountability for the team to ensure OKRs are met, and internal systems are updated to reflect.
• Manages and conducts regular reviews of ticket queues to ensure they are balanced and aligned to skill sets and capacity across team members. Reviews ticket quality with customers to verify it meets SchoolTool standards.
• Defines, tracks, and reports upon support metrics and SLAs. Uses data to provide feedback to the support team and leadership on performance, and to inform decisions on how to improve process and systems.
• Collaborates efficiently and builds strong relationships with internal team leaders and external partners to implement effective processes that benefit all parties involved and contribute to a more efficient work environment.
• Attends customer meetings on an as needed basis. May be called upon to present at conferences and user groups.

Team Leadership :

Requirements

Education & Experience :

Skills & Competencies :

Benefits

Our Perks :

The band range for this role takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, skill sets, education, experience, training, certifications, internal equity, and other business and organizational needs. It is not typical for an individual to be hired at, or near, the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The range for this role is $70,000 - $120,000.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor, or take over, sponsorship of an employment Visa at this time.

Physical Conditions / Requirements

Salary : $70,000 - $120,000