Operational Software Support Manager

Right At Home•Omaha, NE

2d•Hybrid

About The Position

Right at Home is hiring an Operational Software Support Manager to lead the Level 1 (L1) Operational Software Experience support team and oversee the effectiveness, consistency, and quality of L1 support. The role develops team capability, manages support operations and escalations, and ensures franchisees and internal stakeholders receive timely, effective, and consistent assistance. It also drives continuous improvement through analysis of support trends, knowledge management, training, process improvements, and effective use and governance of the ticketing system. The manager owns the health and performance of L1 support, including workload, coverage, support quality, escalations, service levels, and the franchisee experience. The position is the business owner for Zoho Desk and develops reporting and dashboards for support operations. It works across teams and support levels to establish ownership, improve handoffs, prepare for software and process changes, and turn data and recurring issues into practical operational improvements. Right at Home describes its mission as improving the quality of life for those it serves. The organization uses the EOS approach to create transparency and accountability and values employees and colleagues who demonstrate its core values. The role requires U.S. work authorization without current or future employment-based visa sponsorship; employment depends on maintaining valid authorization.

Requirements

3–5 years of experience in technology, application, service desk, or customer support, supporting nontechnical users, customers, franchisees, or distributed locations.
At least 2 years of experience leading, coaching, or supervising a support or service team.
Experience managing support queues, service levels, escalations, quality reviews, staffing coverage, and knowledge-management practices.
Ability to lead, coach, and develop people by setting clear expectations, providing timely feedback, and holding others accountable.
Strong judgment and decision-making skills to prioritize effectively and provide calm direction when escalations compete for attention.
Working knowledge of L1 support operations, including triage, escalation paths, service levels, and queue management.
Ability to interpret support data, identify root causes, and turn findings into practical recommendations.
Ability to build scalable processes, SOPs, and training that reduce repeat issues and dependency on any one individual.
Excellent written and verbal communication skills and ability to partner across teams, leaders, and vendors, with a strong franchisee service mindset.
Strong technical curiosity and ability to quickly learn systems, workflows, and integrations and apply that understanding to operational support and decision-making.
Candidates must be authorized to work in the United States without current or future employment-based visa sponsorship and maintain valid work authorization throughout employment.

Nice To Haves

Bachelor’s degree in business, information systems, technology, operations, or a related field; equivalent relevant experience will be considered.

Responsibilities

Uphold and demonstrate Right at Home’s core values.
Own the overall health of L1 support, including workload management, coverage, support quality, escalations, follow-through, team consistency, and regular reviews of ticket quality, documentation, communication, and escalation practices.
Ensure franchisee issues are handled with urgency, clear communication, empathy, ownership, and accountability.
Own onboarding and continued development for L1 team members, and expand repeatable learning that educates franchisees and strengthens system adoption.
Serve as business owner for Zoho Desk, including workflows, routing, accountability, governance alignment, and expansion across corporate teams.
Analyze support activity to identify trends, recurring issues, knowledge gaps, and root causes, and recommend improvements to processes, training, adoption, data quality, and operational effectiveness.
Lead prioritization and escalation decisions by helping the team assess risk, operational impact, urgency, and the need for additional expertise.
Partner across teams to establish ownership, communication, and support for issues, enhancements, releases, and operational changes that cross systems or departments.
Reinforce accountability and effective handoffs across triage, L1, L2, L3, and vendor support.
Monitor and improve L1 performance, including queue health, service levels, support quality, escalation effectiveness, workload trends, and customer experience; use support data to identify risks and drive improvement.
Ensure L1 knowledge management turns recurring issues and gaps into current processes, SOPs, troubleshooting guidance, training, and reusable resources.
Identify emerging capacity and coverage risks and recommend adjustments to maintain service continuity.
Prepare L1 for software releases, enhancements, process changes, and new responsibilities by coordinating training, documentation, coverage, communication, and escalation paths.
Own Zoho Desk reporting by developing and maintaining reports and dashboards covering queue health, service performance, workload, escalations, trends, and support quality.
Perform special projects and other duties as assigned.