Operational Software Support Manager

Right at Home Hilton Head/Savannah; Omaha (NE); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Right at Home Hilton Head/Savannah is seeking an experienced Operational Software Support Manager to lead the Level 1 support team. You will drive service quality, coaching, and governance across ticketing processes to ensure consistent franchisee and internal stakeholder experiences.

You will own onboarding, knowledge management, and cross-team collaboration to improve operational effectiveness and support outcomes, including reporting and escalation management.

Qualifications

• Bachelor’s degree or equivalent experience in business, information systems, technology, operations, or related field.
• 3–5 years in technology, service desk, or customer support roles.
• 2+ years in leading or supervising a support team.
• Experience managing queues, SLAs, escalations, and knowledge practices.
• Ability to develop people, provide clear feedback, and drive accountability.
• Strong judgment to prioritize and calm leadership during escalations.

Responsibilities

• Oversee the Level 1 Operational Software Support team and ensure quality, consistency, and timely responses.
• Own on-boarding and ongoing development for L1 staff and expand reusable learning resources.
• Manage Zoho Desk workflows, routing, governance, and cross-team expansion to meet stakeholder needs.
• Analyze support data to identify trends, root causes, and opportunities for process improvements.
• Develop reports and dashboards to monitor queue health, service levels, and performance.

Skills

Leadership

Coaching

Knowledge management

Process improvement

Vendor management

Education

Bachelor’s degree

Tools

Zoho Desk

Job description

Right at Home is looking for an experiencedOperational Software Support Manager!In this position you will be contributing toleading the Level 1 (L1) Operational Software Experience support team and is responsible for the overall effectiveness, consistency, and quality of L1 support. This position develops team capability, oversees support operations and escalations, and ensures franchisees and internal stakeholders receive timely, effective, and consistent support. This position also drives continuous improvement through support trends, knowledge management, training, process improvement, and effective use and governance of our ticketing system.

• Do you enjoy coaching and empowering others to solve problems and deliver effective solutions?
• Are you skilled at balancing priorities, guiding your team, and keeping work moving in a fast-paced environment?
• Can you bring teams together, communicate clearly, and provide the leadership needed to drive strong operational outcomes?

Right at Home is clear in its mission..."To improve the quality of life for those we serve".You can help us achieve this mission by lending your leadership experience, proactive problem-solving abilities, success in small business and effecting coaching skills to our organization!

When you come and work for Right at Home, you are joining a company that values its employees in all aspects of life. We offer a casual work environment, hybrid work availability, flexible time off, parental leave, competitive pay, and so many other great benefits!

We are protective of our culture and enjoy working with others who share our core values:Authentic, Accountable, Approachable, Collaborate and Integrity!We aspire to work with colleagues whoGet it, Want itand have theCapacity to do it. That means you'll work with people who know what it takes to succeed, strive for excellence and have the skills and knowledge necessary to get the job done right! We use the EOS approach to our business, creating transparency and accountability.

Right at Home does not provide employment-based visa sponsorship for this role. Candidates must be authorized to work in the United States without the need for current or future sponsorship. Employment is contingent upon maintaining valid work authorization throughout employment.

Primary Responsibilities:

• Consistently upholds and demonstrates the Right at Home core values: Authentic, Accountable, Collaborative, Integrity, and Approachable feedback, goal, and ongoing employee development
• Own the overall health of L1 support, including workload management, coverage, support quality, escalations, follow-through, and consistency across the team, including regular review of ticket quality, documentation, communication, and escalation practices
• Create a strong, consistent franchisee experience by ensuring the issues are handled with urgency, communication, empathy, ownership, and accountability
• Own onboarding and continued development for L1 team members, and expand repeatable learning that educates franchisees and strengthens system adoption
• Serve as business owner for Zoho Desk (ticketing system), including workflows, routing, accountability, governance alignment, and expansion across corporate teams, ensuring it meets franchisee and internal stakeholder needs
• Analyze support activity beyond individual tickets to identify trends, recurring issues, knowledge gaps, and root causes, and recommend improvements to processes, training, adoption, data quality, and operational effectiveness and recommendations to the Director and appropriate stakeholders
• Lead prioritization and escalation decisions, helping the team assess risk, operational impact, urgency, and when additional expertise is needed
• Partner across teams to establish clear ownership, communication, and support when issues, enhancements, releases, or operational changes cross systems or departments
• Reinforce accountability and effective handoffs across triage, L1, L2, L3, and vendor support
• Monitor and improve L1 performance, including queue health, service levels, support quality, escalation effectiveness, workload trends, and customer experience, using support data to identify risks and drive improvement
• Ensure L1 maintains effective knowledge management so recurring issues and gaps become current processes, SOPs, troubleshooting guidance, training, and reusable resources
• Identify emerging capacity and coverage risks and recommend adjustments to maintain service continuity
• Ensure L1 is ready for software releases, enhancements, process changes, and new responsibilities by coordinating training, documentation, coverage, communication, and escalation paths
• Own Zoho Desk reporting by developing and maintaining reports and dashboards that show queue health, service performance, workload, escalations, trends, and support quality
• Perform special projects and other duties as assigned

Successful candidates will have:

• Bachelor’s degree in business, information systems, technology, operations, or a related field preferred; equivalent relevant experience will be considered
• 3–5 years of experience in technology, application, service desk, or customer support required, supporting nontechnical users, customers, franchisees, or distributed locations
• 2+ years of experience leading, coaching, or supervising a support or service team required
• Experience managing support queues, service levels, escalations, quality reviews, staffing coverage, and knowledge-management practices required
• Ability to lead, coach, and develop people by setting clear expectations, giving timely feedback, and holding others accountable
• Strong judgment and decision-making skills to prioritize effectively and provide calm direction when escalations compete for attention
• Working knowledge of L1 support operations, including triage, escalation paths, service levels, and queue management
• Ability to interpret support data, identify root causes, and turn findings into practical recommendations
• Ability to build scalable processes, SOPs, and training that reduce repeat issues and dependency on any one individual
• Excellent written and verbal communication skills, with the ability to partner across teams, leaders, and vendors and a strong franchisee service mindset
• Strong technical curiosity with the ability to quickly learn systems, workflows, and integrations and apply that understanding to operational support and decision-making

Right at Home, a RiseMark Holdings, LLC company, is an equal opportunity employer that celebrates, supports and promotes diversity and inclusion. We will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity, or any other legally protected basis, in accordance with applicable law.