Support Manager
i3 Verticals
Date: 2 weeks ago
City: Shreveport, LA
Contract type: Full time
Job Details
Description
JOB TITLE: Software Support Manager
FLSA STATUS: Exempt
DEPARTMENT: Public Sector Operations
REPORTS TO: Director of Support
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Piney Flats, TN or Shreveport, LA
TRAVEL: 5%
Essential Duties & Responsibilities
Description
JOB TITLE: Software Support Manager
FLSA STATUS: Exempt
DEPARTMENT: Public Sector Operations
REPORTS TO: Director of Support
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Piney Flats, TN or Shreveport, LA
TRAVEL: 5%
Essential Duties & Responsibilities
- Lead and manage the software support team, including recruitment, training, and performance management.
- Develop and implement support strategies, processes, and best practices to improve efficiency and customer satisfaction.
- Monitor support metrics and key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and quality standards.
- Oversee the resolution of escalated and complex technical issues, ensuring timely and effective solutions.
- Collaborate with development, product management, and other stakeholders to identify and address software defects and enhancement opportunities.
- Provide regular reports and updates on support activities, performance, and customer feedback to senior management.
- Develop and maintain support documentation, including knowledge bases, user guides, and troubleshooting resources.
- Ensure adherence to company policies, procedures, and compliance requirements.
- Manage support tools and systems and recommend improvements to enhance support operations.
- Foster a customer-centric culture within the support team, focusing on delivering exceptional service and building strong client relationships.
- Associate’s degree or equivalent professional experience.
- Strong leadership and team management skills, with the ability to motivate and develop a team.
- Proficiency in using support ticketing systems, remote access software, and other support technologies.
- Effective communication skills and the ability to interact with stakeholders.
- Must have strong verbal and written communication skills
- Bachelor’s degree or higher from an accredited institution.
- Two (2) or more years of related experience
- Experience with support metrics, KPIs, and performance management.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Junior Network Engineer
Epic,
Shreveport, LA
1 week ago
Please note that this position is based on our campus in Madison, WI, and requires relocation to the area. We recruit nationally and provide financial relocation assistance.We are seeking an exceptional early-career IT professional to join us as a Network Engineer on our multi-tenant Hosting team. You'll be instrumental in deploying, operating, and scaling a high-performance network that provides world-class...
Dispatching Supervisor
CenterPoint Energy,
Shreveport, LA
2 weeks ago
CenterPoint Energy and its predecessor companies have been in business for more than 150 years. Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.Our Commitment: CenterPoint Energy is...
Office Administrator
Seaside Healthcare LLC,
Shreveport, LA
2 weeks ago
Job DetailsJob LocationPhoenix - Shreveport - SHREVEPORT, LADescriptionLouisiana Behavioral Health Services of Seaside Healthcare (Phoenix Family Life Centers) is seeking an Office Administrator to join our team. The perfect candidate can promote a positive work environment – with a positive attitude. The Office Administrator is responsible for the on-site operations of the agency.Our mission is to improve the lives of...
