Customer Support Manager

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 organiz...