Software Support Manager-Telematics

The Telematics Support Manager is responsible for the day-to-day operations of the Telematics support teams to ensure service goals are met and that we provide exceptional support to our clients and internal staff.

The Telematics Support Manager position oversees the daily operations and management of the Telematics support department and reports to the Telematics Program Manager. The support manager's role is to ensure clients and internal business units receive outstanding support and all their needs are met. This involves creating and managing customer support policies and procedures for staff to adhere to, training and observing employees and assisting escalated clients.

Responsibilities

• Manage the Support team efficiently and effectively to meet the set service goals
• Direct management and supervision of support staff to include:
  • Recognition of positive performance
  • Address performance issues and areas in need of improvement directly and timely
  • 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 assistance to achieve 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 actively work with all department managers to develop or improve our services, goals and procedures.
• Oversee the proper use and reporting of our CRM to ensure the department is delivering quality and timely support to our clients.
• Design and propose process improvement suggestions
• Prepare reports and/or documentation concerning the team's services performance, goals, and needs
• Oversee issue escalations making sure that clients are kept informed and timely progress of resolution
• Review product changes and defects with development and provide them with client feedback to improve the overall product
• Follow and enforce documented Tyler Technologies policies and procedures

The Telematics Support Manager must be able to:

• Demonstrate ability to understand business processes and apply these to the department.
• Demonstrate excellent people skills and ability to build client relationships.
• Maintain a courteous, professional, and confident demeanor throughout the support experience.
• Work with a diverse client base with varied technical skills.
• Exercise good judgment, discretion, and tact while working with clients.
• Manage multiple tasks and deadlines simultaneously.
• Complete tasks with general direction.
• Demonstrate growing knowledge of our products.
• Maintain composure under pressure.

Work effectively in a fast paced, team-based, customer service-oriented environment.

Qualifications

• Bachelor's degree in related field or comparable work experience.
• 3-4 years working in a dynamic technical support environment.
• Management experience highly desirable; a strong desire and ability to motivate and manage a team of professionals is a requirement.
• 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.

Work with our integrated district management solutions that help school districts bridge information gaps across all departments. From school ERP to student information and transportation, you can help districts of all sizes achieve more by improving transparency between parents and schools, advancing operations, and enabling data-driven decisions.

Location
Latham, New York

Travel
0-5%

State-Specific Salary Range Disclosure Requirements
Salary will generally fall between $66,585 - $80,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

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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.