Team Lead, Support Operations

Infor•Alpharetta, GA

4d•Onsite

About The Position

Infor is seeking a Support Operations Team Lead to lead Product Support Analysts supporting Department of Defense (DoD) customers utilizing Infor's Hospitality Management Solution (HMS). This role is responsible for overseeing the day-to-day activities and KPI's of the Product Support team. The Support Operations Team Lead will work closely with management, keeping them informed of schedules, priorities, or team challenges. About Infor Infor is w ambition meets impact. Join a globalmunity of bold thinkers and innovators, w your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next. Infor is a global leader in business cloud software products forpanies in industry specific markets. Infor buildsplete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000anizations worldwide rely on Infor to help ovee market disruptions and achieve business-wide digital transformation. For more information visit infor Our Values At Infor, we strive for an environment that is founded on a business philosophy called (PBM™) and eight Guiding Principles: integrity, stewardship &pliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. We have a relentlessmitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growinganization that creates long-term value for its clients and supporters and fulfillment for its employees. Infor is an Equal Opportunity Employer. We aremitted to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require amodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the

Requirements

Experience managing, mentoring, and coaching a team.
Experience with customer service practices and procedures.
Experience working in product support.
Experience with software applications used for testing, troubleshooting, call logging, etc.
Ability to work weekends and holidays as needed.
US Citizenship is required due to US Government contract requirements.

Nice To Haves

Degree in business, accounting, or related preferred.
Hospitality industry knowledge a plus.
Experience managing a product support or technical support team.
Experience using SQL.

Responsibilities

Supervise and/or coordinates activities for a team of Support Analysts to ensure attainment of productivity and quality standards.
Establish andanize work schedules including vacations and holidays to ensure adequate coverage.
Monitor call and chat volume for team and help balance analyst's workload.
Monitor backlog and resolution time of issues to ensure adnce andpliance with Global Support Procedures.
Provide input/rmendations on performance reviews, hiring decisions, discipline, training and development initiatives.
Act as backup to the Manager of Support Operations as required.
Assist Product Support Analysts with resolution of the mostplex customer questions or problems in the areas of system configurations/setup, product functionality and bugs/enhancements.
Responsible for meeting established customer satisfactions ratings and other KPIs.

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