Software Support Manager (Open to Relocate to Lath

$66,585 - $80,000/Yr

Tyler Technologies - Yarmouth, ME

Full-time - Mid Level

Remote - Yarmouth, ME

Professional, Scientific, and Technical Services

About the position

The Software Support Manager at Tyler Technologies is responsible for overseeing the daily operations of the Telematics support teams, ensuring that service goals are met while providing exceptional support to clients and internal staff. This role involves managing support staff, developing customer support policies, and ensuring that all client needs are addressed effectively.

Responsibilities

• Manage the Support team efficiently and effectively to meet the set service goals
• Direct management and supervision of support staff, including recognition of positive performance and addressing performance issues
• Conduct annual performance reviews, setting goals and regular check-ins to ensure they are met
• Work with each employee to set professional development goals and assist in achieving them
• Interview, hire, and onboard new employees; direct new employee training programs
• Assess training needs for the team; monitor individual progress and take action as needed
• Participate in support meetings and collaborate with department managers to develop or improve services, goals, and procedures
• Oversee the proper use and reporting of the CRM to ensure quality and timely support to clients
• Design and propose process improvement suggestions
• Prepare reports and documentation concerning the team's service performance, goals, and needs
• Oversee issue escalations, ensuring clients are kept informed and timely progress of resolution
• Review product changes and defects with development and provide client feedback to improve the overall product
• Follow and enforce documented Tyler Technologies policies and procedures

Requirements

• Bachelor's degree in a related field or comparable work experience
• 3-4 years working in a dynamic technical support environment
• Management experience highly desirable; strong desire and ability to motivate and manage a team of professionals
• Effective interpersonal, conflict management, resolution, and communication skills
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment
• Strong analytical and problem-solving skills

Benefits

• Competitive salary range between $66,585 - $80,000
• Health and wellness support
• Career growth opportunities
• Recognition as a great workplace locally and nationally