UKG Support Supervisor

Cushman & Wakefield•Tampa, FL

1d•$89,250 - $105,000•Onsite

About The Position

The UKG Support Supervisor will be responsible for managing a support team that assists end-users of the UKG Pro Workforce Management (WFM) application. Success in this role requires a robust understanding of workforce management as well as payroll and timekeeping principles, coupled with strong expertise in the UKG Pro WFM application. The ability to effectively lead a support team and collaborate with stakeholders is crucial. The UKG Support Supervisor will lead a team of 1-5 support consultants, providing guidance to ensure they succeed in their roles and that the organization has the necessary trained and qualified resources for end-user support of the UKG Pro WFM application. The supervisor will also act as the escalation point for complex issues and new configuration requests that require additional support, collaborating with stakeholders and other resources within the organization to resolve advanced problems.

Requirements

2+ years of proven leadership experience and extensive knowledge of the UKG suite of tools.
3+ years of experience in Workforce Management systems configuration, development, and support.
2+ years of experience in implementing or supporting the UKG Pro WFM solution with a proven ability to manage and deliver complex solutions.
Ability to work on complex, fast-paced tasks in a collaborative team setting.
Capable of handling issue escalation, understanding client needs, and tailoring solutions and responses to meet these needs.
Excellent written and verbal communication skills, with the ability to adapt communication styles to different audiences.
Strong work ethic, demonstrating dependability and a commitment to success.
Ability to analyze complex data or facts, summarize findings, and present results to business audiences.
Continuous learning mindset with a positive attitude towards feedback and ongoing training.

Nice To Haves

UKG Pro WFM application certification with relevant industry experience.
Demonstrated experience in IT Service Management.
Demonstrated experience leading a help desk environment, with expertise in IT ticket management.

Responsibilities

Provides advanced-level knowledge of the core functionality and supporting modules of the UKG Pro WFM application.
Leads the support team in all aspects of troubleshooting, configuration, and resolution of reported issues and configuration requests.
Manages multiple direct reports, completing responsibilities such as work assignments, timesheet approvals, performance management, goal setting, and providing regular feedback.
Serves as the immediate escalation point for issue resolution.
Monitors support team performance to deliver quality and efficient support service.
Understands and adapts to the support team member needs, providing regular mentorship, knowledge transfer, and feedback.
Creates, monitors, and delivers Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); provides regular reporting to leadership regarding ticket volume, service levels, and priority levels; and evaluates the system holistically to identify and mitigate patterns of issues.
Reports directly to the Senior Corporate Solutions Manager (UKG Pro WFM), performing additional tasks and providing support for special projects as assigned.