Location
Plano, TX
Position Objective
The Technical Support Manager is responsible for the operations of the Technical Support team to ensure service goals are met and that we provide exceptional support to our clients. This position also works directly with project management, implementation, and support staff to coordinate various implementation tasks as well as assisting support staff to resolve technical issues related to Tyler products.
Responsibilities
- Achieve and maintain the service goals of the support department; take corrective action when goals are not met.
- Responsible for performance management/feedback and development of direct reports. Manage employees on the team, interview/hire new employees and oversee training of team members.
- Respond to escalated client issues and negotiate solutions based on client needs and company policies.
- Review hardware and peripheral requirements with development; maintain minimum server specifications and approved peripheral device documentation.
- Participate in support meetings and actively work with all department managers to develop or improve our services, goals and procedures.
- Prepare management reports and/or documentation concerning the team’s services, goals and needs.
- Recruit, develop and retain individuals with skills, attitude and experience necessary to enable the organization to meet commitments.
- Conduct performance management and provide continuous feedback/on-going development of direct reports.
- Performs other job-related duties and responsibilities as may be assigned from time to time.
Qualifications
- BS/BA degree in related field or equivalent technical experience is required.
- Previous experience providing technical software support is required.
- Previous management experience is preferred.
- Strong desire to motivate and manage a team of support professionals.
- Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.
- A positive, professional and team-oriented leader.
- Minimum of one year experience in a supervisory or management capacity.
- A positive, professional, team-oriented leader.
- Ability to work in a fast-paced and dynamic environment.
- Working knowledge of Windows server configurations.
- Knowledge and experience with SQL server.
- Knowledge and experience with HTML, XML and .Net Framework.
- Excellent computer skills using traditional tools (i.e. MS Word, PowerPoint, Excel, etc.)
- Effective conflict management and resolution skills.
Posted Date
June 29, 2010