SAAS Support Manager

Job Description

Job Description

Job Title: Support Desk Manager – 365Labs

Location: Baton Rouge, LA (No-Remote)

365Labs  is a leading SAAS company that specializes in providing innovative software solutions to public safety. We are committed to delivering exceptional customer experiences and ensuring the highest level of satisfaction for our clients. To maintain our outstanding support services, we are looking for a dynamic and experienced Support Desk Manager to join our team.

Position Overview:

As a Support Desk Manager at 365Labs , you will play a critical role in ensuring the timely resolution of client issues at all times and maintaining high-quality support services. You will lead and train a team of support staff and software testers, creating a cohesive and efficient support team. Your responsibilities will also include developing procedures and a knowledge base to improve support efficiency. We are seeking a quick learner who can adapt to our fast-paced environment and help us maintain our commitment to excellence.

Key Responsibilities:

- Lead and manage a team of support staff and software testers, providing guidance, coaching, and training to ensure exceptional support services.

- Ensure timely resolution of client issues, addressing technical inquiries, and troubleshooting problems effectively.

- Develop and maintain a comprehensive knowledge base to assist both clients and support team members in resolving issues efficiently.

- Establish and refine support procedures to improve response times and issue resolution rates.

- Collaborate with other departments, such as product development and quality assurance, to provide valuable feedback and insights for product improvement.

- Analyze support data and metrics to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.

- Continuously update your own knowledge of the company's SAAS products to provide accurate information and guidance to clients and team members.

Qualifications:

- Bachelor's degree in a relevant field or equivalent work experience.

- Proven experience as a Support Desk Manager in a SAAS company or similar role.

- Strong leadership and team management skills, with a track record of successfully leading and developing support teams.

- Exceptional problem-solving and troubleshooting abilities.

- Excellent communication skills, both written and verbal.

- Experience in developing and maintaining knowledge bases and support procedures.

- Quick learner with the ability to adapt to new technologies and software quickly.

How to Apply:

If you are a highly motivated and experienced Support Desk Manager looking for a new challenge in a dynamic SAAS company, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience and why you believe you are the ideal candidate for this position.

If you are not from Baton Rouge area, please explain if you are willing to relocate. This is an in-office position.

365Labs  is an equal opportunity employer and welcomes candidates of all backgrounds to apply.