Manager, Software Support

In coordination with the Sr. Support Manager, the Support Manager leads, develops, mentors, and manages a team of support specialists to ensure exceptional customer service is delivered to clients, while ensuring departmental goals are achieved.

Responsibilities

• Monitor departmental goals to ensure client satisfaction including staffing, volume, response times, and quality of service.
• Provide feedback, training, and coaching in real-time and one-on-one settings to increase representative performance levels.
• Respond to escalated client issues and negotiate solutions based on client needs and company policies.
• Review product changes and defects with development and provide them with client feedback to improve the overall product.
• Assign work and monitor ongoing activities/problems of team members and work with them to ensure proper follow-up and closure.
• Work with the operations team to monitor the team's support metrics and develop plans to help reduce problem areas.
• Coordinate and conduct staff training.
• Recruit, develop, and retain individuals with skills, attitude, and experience necessary to enable the organization to meet commitments.'
• Responsible for performance feedback, reviews, and staff development for the department.
• Performs other job-related duties and responsibilities that may be assigned occasionally.

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location
Plano, Texas | Remote

Travel
0-5%

Qualifications

• BS/BA degree in a related field or equivalent experience is required.
• Minimum 2 years of support experience with Tyler software applications or 2 - 3 years of support management experience if hired externally.
• Strong desire to motivate and manage a team of support professionals.
• Excellent conflict management and resolution skills.
• Excellent interpersonal skills including verbal and written communication skills, teamwork, and customer service skills.
• A positive, professional, and team-oriented leader.

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Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.