Manager of Support

TrulyHired; United States; On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Dental Insurance

Vision Insurance

PTO

Paid Parental Leave

Paid Holidays

Short Term Disability

Long Term Disability

401K

Educational Assistance

Job summary

Jenzabar is seeking a Manager of Support to lead a multi-disciplinary team of Technical and Software Support analysts across a global user base. The role emphasizes world-class customer service, coaching, and continuous improvement in incident resolution and performance management.

The ideal candidate has 8+ years in technical support and 3+ years of leadership in multi-tier environments, with a strong background in enterprise software and Higher Education.

Qualifications

• Bachelor's Degree in Computer Science or related field.
• Approximately 8+ total years working experience in the technical support field.
• 3+ years leading an IT or Support team in multi-tiered environment.
• Experience with building a service-oriented organization, developing and implementing policies, procedures and work instructions.
• Understanding of incident, problem, request, change, and knowledge management.
• Excellent communication and interpersonal skills.
• Excellent client service skills in a demanding, deadline-driven environment.
• Experience working with enterprise company software and infrastructure, especially as it relates to Higher Education.

Responsibilities

• Lead a team of analysts supporting a large user environment across hundreds of sites around the world.
• Manage the team towards a dedicated customer service focus.
• Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and yearly metrics, with the goal of driving quality and continuous improvement.
• Administrative duties for handling work schedules.
• Oversees follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe.
• Interacts with business operations and leadership, business analysts, IT services, engineering, integration and/or applications development to restore service and/or identify and correct core problems.
• Assists with planning, coordination and execution of projects, work assignments and workloads for Support personnel, ensuring adherence to established policy and procedures.
• Develops and continually updates training material for new and existing support staff.
• Responsible for performing quarterly performance reviews for the analysts.
• Leverage AI-enabled tools and analytics to enhance decision-making, improve efficiency, and drive measurable business outcomes when appropriate.
• Apply sound judgment and ethical standards when using AI, ensuring accuracy, data privacy, and responsible human-in-the-loop oversight.

Skills

Leadership

Customer service

Communication

Interpersonal skills

Higher Education domain

Education

Bachelor's degree in Computer Science

Job description

Manager of Support Full Description

The Manager of Support is responsible for leading a team of both Technical and Software Support analysts, servicing users with complex enterprise-related issues, problems and requests. The team focuses on being highly available, customer driven subject matter experts highly focused on call resolution. The Manager of Support must build a multi-discipline organization with strong utility players able to support a wide range of technologies, platforms and applications. The team must resolve incidents with the infrastructure, hardware, software, network and application environment.

The ideal candidate possesses a passion for customer service and strong technical knowledge needed to coach and mentor the team on new technologies and build a world-class Support organization. This role reports to Director of Support.

Essential Tasks

• Lead a team of analysts supporting a large user environment across hundreds of sites around the world
• Manage the team towards a dedicated customer service focus
• Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and yearly metrics, with the goal of driving quality and continuous improvement
• Administrative duties for handling work schedules
• Oversees follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe
• Interacts with business operations and leadership, business analysts, IT services, engineering, integration and/or applications development to restore service and/or identify and correct core problems
• Assists with planning, coordination and execution of projects, work assignments and workloads for Support personnel, ensuring adherence to established policy and procedures.
• Develops and continually updates training material for new and existing support staff
• Responsible for performing quarterly performance reviews for the analysts
• Leverage AI-enabled tools and analytics to enhance decision-making, improve efficiency, and drive measurable business outcomes when appropriate
• Apply sound judgment and ethical standards when using AI, ensuring accuracy, data privacy, and responsible human-in-the-loop oversight

Preferred Skills & Experience

• Bachelor's Degree in Computer Science or related field
• Approx. 8+ total years working experience in the technical support field
• 3+ years leading an IT or Support team in multi-tiered environment.
• Experience with building a service-oriented organization, developing and implementing policies, procedures and work instructions
• Understanding of incident, problem, request, change, and knowledge management
• Excellent communication and interpersonal skills
• Excellent client service skills in a demanding, deadline-driven environment
• Experience working with enterprise company software and infrastructure, especially as it relates to the field of Higher Education

The base pay range for this position is $85,000-$100,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an incentive plan as well as a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Benefits

Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance

Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.

Please Note: Jenzabar does not sponsor applicants for work visas.

Electronic Monitoring Notice:

Job applicants are advised that Jenzabar reserves the right to monitor, access, review, and disclose electronic activity conducted on Company-owned devices, networks, and systems, as well as activity involving Jenzabar applications or accounts accessed on personal devices. Monitoring may include email, messaging, internet usage, files, applications, and other electronic communications or data, and is performed for security, compliance, and operational purposes.