Software Support Manager

Software Support Manager

Are you looking to bring your career to the next level? Come join our team as a Software Support Manager at an award winning company voted as a top place to work in Utah for the past 6 years running!

This opportunity is also eligible for benefits like health, dental, vision, pet, and legal insurances, PTO, holidays, 401K options with company contributions, and so much more! Don't let this opportunity pass you by!

The Software Support Manager will have overall responsibility for the smooth and effective operation of the Software Support unit as well as excellent customer experiences both internal and external. This role leads support for customers using primarily on-premises software solutions and requires enough technical depth to guide escalations involving Windows workstations and servers, networking, firewalls, connectivity, virtualization, SQL databases, software installation, and troubleshooting customer environment configuration. The Manager will proactively monitor electronic trouble ticket and telephone queues for adherence to unit targets, communicate with the Software Support Supervisor and Software Support Technical Engineer on a regular basis to provide guidance to the team, and communicate with and resolve escalated customer inquiries. This includes documenting the measures taken and applied solutions. This role operates on a hybrid work model based in Salt Lake City, Utah.

Responsibilities:

• Serving as the primary escalation contact for the team members reporting to them, providing additional technical triage assistance and customer environment analysis
• Works with the Software Support Supervisor to ensure consistency in service delivery in a 24/7 environment
• Research and recommend new tools, processes, and support technologies to department management that will enhance the operational efficiency of the Software Support Team
• Communicates with and handles escalated customer inquiries
• Complete employee evaluations and disciplinary actions
• In cooperation with the Software Support Supervisor, create quality assurance measures aimed at increasing the accuracy and timeliness of the Software Support Team's work product
• Monitor and manage team resources to ensure maximum phone and email coverage
• Report and follow up on tasks that get escalated to QA and development
• Ensure maintenance of customer-facing software downloads and release documentation
• Oversee creation and maintenance of knowledge base documentation
• Provide regular reports to the Senior Client Education Manager and the Client Operations Admin Team showing team performance over requested time frames
• Assist Senior Client Education Manager with any other tasks and projects as assigned

Qualifications

• Experience troubleshooting current versions of Windows workstation and server software including; software installation and configuration issues, basic administration, services, event logs, user permissions, application errors, connectivity problems, etc.
• Proven ability to learn new software and technology
• Familiarity with SQL databases, Networking, Virtualization, load-balancing, and firewalls
• Excellent communication skills (both verbal and written) are necessary
• Ability to prioritize multiple assignments while meeting strict deadlines
• 2+ years of customer service management experience in a technical setting is preferred for this role

Essential Job Functions:

• Leadership essentials hiring, interviewing, conflict resolution, performance review, talent management
• Business writing
• Customer Service written and telephonic strategies for effective communication
• Multi-tasking and management
• Analytical review of processes
• Problem-solving and relationship building
• Effective communication with coworkers and customers
• Project coordination across departments

Physical and Other Requirements:

• This is a typical office job that requires the ability to sit for long periods of time at a desk while occasionally moving, standing, and walking.
• Requires use of arms, hands, or fingers, in handling or manipulating objects, or operating equipment, tools, and instruments requiring fine eye-hand coordination.
• Occasionally requires repeated bending, crouching, stretching, or crawling, along with regularly lifting 10 25 pounds, occasionally up to 50 pounds.
• Work environment is composed of moderate noise (examples: business office with computers and printers, light traffic)
• Occasional travel of less than 10% may be required.

Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire, and Medical emergency dispatching. We incorporate the Emergency Priority Dispatch System approved by the International Academies of Emergency Dispatch in all our products. PDC offers multi-agency emergency dispatching ProQA software, as well as a card-set version, AQUA quality improvement software, training, consulting, and Academy accreditation support.