Manager of Support Services

Harris Computer•Pensacola, SC

4d•Hybrid

About The Position

The Manager of Support leads the Technical Support Team which serves as the frontline point of contact for the SmartCOP customer base at public safety agencies (law enforcement, 911 dispatch centers, and correctional facilities).

Requirements

A strong leader who can lead the team and take it to the next level
A person who is skillful and passionate about both serving customers to provide the best possible customer experience as well as growing and improving a diverse technical support team
Excellent and mature customer service and interpersonal skills
Basic technical knowledge and understanding of technical concepts
Good character, values honesty and trust
Ability to manage multiple priorities and get results
Bachelor’s degree strongly preferred in a technical discipline.

Nice To Haves

SQL
Windows Server
Windows PowerShell
JIRA Service Desk
The ability to research and troubleshoot software and technical problems

Responsibilities

Leading the Technical Support Team
Managing day-to-day activities of the team
Setting targets and metrics for team accountability
Auditing and improving processes and procedures that will result in faster ticket response times and a better customer experience
Creating and executing a training program for ongoing team learning and understanding of the different aspects of the product portfolio
Interacting with customers to manage relationships and address issues
Ensuring that customer requests are responded to and resolved in a timely manner
Working with internal partner departments to escalate and address customer requests, as necessary
Developing members of the team
Coaching members of the team, as necessary, in troubleshooting issues
Preparing regular status reports of ticket volume, response times, resolutions, etc.