<p>JOB TITLE: Software Support Manager</p> <p>FLSA STATUS: Exempt</p> <p>DEPARTMENT: Public Sector Operations</p> <p>REPORTS TO: Director of Support</p> <p>SUPERVISORY RESPONSIBILITIES: Yes</p> <p>JOB LOCATION: Piney Flats, TN</p> <p>TRAVEL: 5%</p> <p>ESSENTIAL DUTIES & RESPONSIBILITIES:</p> <ul> <li>Lead and manage the software support team, including recruitment, training, and performance management. </li><li>Develop and implement support strategies, processes, and best practices to improve efficiency and customer satisfaction. </li><li>Monitor support metrics and key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and quality standards. </li><li>Oversee the resolution of escalated and complex technical issues, ensuring timely and effective solutions. </li><li>Collaborate with development, product management, and other stakeholders to identify and address software defects and enhancement opportunities. </li><li>Provide regular reports and updates on support activities, performance, and customer feedback to senior management. </li><li>Develop and maintain support documentation, including knowledge bases, user guides, and troubleshooting resources. </li><li>Ensure adherence to company policies, procedures, and compliance requirements. </li><li>Manage support tools and systems and recommend improvements to enhance support operations. </li><li>Foster a customer-centric culture within the support team, focusing on delivering exceptional service and building strong client relationships. </li></ul> <p>MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):</p> <ul> <li>Associate's degree or equivalent professional experience. </li><li>Strong leadership and team management skills, with the ability to motivate and develop a team. </li><li>Proficiency in using support ticketing systems, remote access software, and other support technologies. </li><li>Effective communication skills and the ability to interact with stakeholders. </li><li>Must have strong verbal and written communication skills </li></ul> <p>PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):</p> <ul> <li>Bachelor's degree or higher from an accredited institution. </li><li>Two (2) or more years of related experience </li><li>Experience with support metrics, KPIs, and performance management. </li></ul>