Operational Software Support Manager

6700 Mercy Rd Ste 400, Omaha, NE 68106•Omaha, NE

1d•Hybrid

About The Position

Right at Home is seeking an experienced Operational Software Support Manager to lead the Level 1 (L1) Operational Software Experience support team and ensure the overall effectiveness, consistency, and quality of L1 support. The role develops team capability, oversees support operations and escalations, and ensures franchisees and internal stakeholders receive timely, effective, and consistent support. It drives continuous improvement through analysis of support trends, knowledge management, training, process improvement, and effective governance of the ticketing system. The manager owns the health and performance of L1 support, including workload management, coverage, quality, escalations, follow-through, and consistency. The role also serves as the business owner for Zoho Desk, maintaining and expanding its workflows, routing, accountability, governance, reporting, and dashboards. The manager partners across teams to establish clear ownership and communication for cross-system and cross-department issues, changes, and releases, while identifying operational risks and recommending improvements. Right at Home’s mission is “To improve the quality of life for those we serve.” The organization describes its culture as grounded in the values Authentic, Accountable, Approachable, Collaborate, and Integrity, and uses the EOS approach to promote transparency and accountability. The position offers hybrid work availability, a casual work environment, flexible time off, parental leave, competitive pay, and other benefits. Right at Home does not provide employment-based visa sponsorship; candidates must be authorized to work in the United States without current or future sponsorship and maintain valid work authorization throughout employment.

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 L1 support health, including workload management, coverage, support quality, escalations, follow-through, and consistency across the team.
Regularly review 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 develop repeatable learning that educates franchisees and strengthens system adoption.
Serve as the business owner for Zoho Desk, overseeing 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 when additional expertise is needed.
Partner across teams to establish clear 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.
Maintain effective knowledge management so recurring issues and gaps become current processes, SOPs, troubleshooting guidance, training, and reusable resources.
Identify emerging capacity and coverage risks and recommend adjustments to maintain service continuity.
Coordinate training, documentation, coverage, communication, and escalation paths to prepare L1 for software releases, enhancements, process changes, and new responsibilities.
Develop and maintain Zoho Desk reports and dashboards covering queue health, service performance, workload, escalations, trends, and support quality.
Perform special projects and other duties as assigned.