Product Support Manager - IT

About the position

The Product Support Manager IT will report directly to Director of Product Management. This role develops, implements and maintains policies and procedures on application support services. This individual manages the team to ensure that all support or service requests are dealt with according to the agreed procedures. They will also provide technical support for software and systems, and to ensure that problems are resolved in a timely manner. They are charged with responding to and resolving issues across the SERVPRO ecosystem related to proprietary SERVPRO applications and sanctioned 3rd party integration products. This position will oversee the deployment, configuration, pilot/beta rollouts, and implementation of SERVPRO solutions to service both the Franchises and Headquarters. Product support managers will offer both technical support and human support. Technical support relates to the maintenance of the app, software, and other organization's technological systems. Human support relates to helping the end-user understand how to use the application or system and help solve any issues.

Responsibilities

• Provide support that surpasses clients' expectations by prioritizing their needs, genuinely caring about their success, personalizing their experience, and solving for issues before they arise, if possible
• Leading a team that resolves technical issues for users, and ensuring that requests are handled according to procedures
• Reviewing issue reports and other problems, looking for patterns and assisting with designing solutions
• Teaching staff how to implement solutions to problems as well as users on how to use applications, if applicable
• Providing third tier support, software training, and acts as the face of technology to the franchises during betas and product rollouts
• Assist Director of Product Management with escalating and prioritizing issues
• Identifying ways to improve application stability and availability
• Helping to find staff who can resolve technical problems
• Resolving technical issues and providing support to customers
• Assisting with vendor engagement, issue support, and coordinating deployments
• Communicating with customers, franchises, 3rd party vendors, and other team members to convey technical information with the intent of resolving issues
• Maintaining documentation for incident tracking, recordkeeping, change control, and configuration maintenance
• Maintaining and enhancing the performance of existing and new software applications
• User testing and documenting release notes for software applications
• Evaluating software packages to be deployed and identifying areas for improvement
• Recommending applications that best meet user needs and organizational goals
• Coordinating software installations and procedure changes

Requirements

• 3+ years of technical support experience
• Experience working in franchising a plus, not required
• Ability to interact with individuals at all levels, including senior leadership
• Exceptional business judgment; capable of driving results with a focused, pragmatic approach
• Ability to formulate strategies and identify trends through research and analysis of various data
• Strong written and verbal communication skills
• Team player with the ability to work independently and willingness to take on challenges in a dynamic environment

Benefits

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program