Production Support Manager - Hybrid Role with Tech & Impact

Holthouse Carlin & Van Trigt LLP; Fort Worth (TX); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Holthouse Carlin & Van Trigt LLP in Fort Worth, TX is seeking a Production Support Manager to oversee the resolution of client-facing issues in custom accounting/tax software. The role requires 5+ years experience, strong MS SQL/Excel skills, and BI knowledge, with a focus on independent work and clear communication.

The position offers a hybrid work model, with responsibilities spanning issue triage, coordination with implementation and development teams, and maintenance of support

Qualifications

• Bachelor’s degree in information systems, accounting, or related field.
• 5+ years of experience.
• Highly proficient using MS SQL and Excel; other programming languages a plus.
• Demonstrable experience using Microsoft Business Intelligence technologies, such as SSRS.
• Self-starter with ability to work independently with minimal supervision.
• Strong analytical, problem solving, and creative thinking skills.
• Excellent written, oral communication and documentation skills; able to communicate complex technical answers to non-technical people.
• Customer service-oriented.
• Flexible with changes in hours during busy season and able to assist after hours / on weekends if needed.

Responsibilities

• Oversees investigation and resolution of incoming support requests from internal and external clients for custom developed accounting / tax systems and vendor software.
• Proactively communicates issues to management and development teams as needed.
• Partners with implementation team to facilitate smooth transition to production support.
• Manages support ticket backlog and prioritizes effectively to meet client service levels.
• Owns annual maintenance calendars and responsible for execution.
• Identifies trends in issues and coordinates with team to prevent future occurrences.
• Owns continuous creation of, and updates to, technical and end-user support documentation.
• Participates in change management and release management.

Skills

MS SQL

Excel

BI concepts

Analytical thinking

Communication

Education

Bachelor’s degree in information systems, accounting, or related field

Tools

SSRS

SQL Server

Job description

Holthouse Carlin & Van Trigt LLP in Fort Worth, TX is seeking a Production Support Manager to oversee the resolution of client-facing issues in custom accounting/tax software. The role requires 5+ years experience, strong MS SQL/Excel skills, and BI knowledge, with a focus on independent work and clear communication.

The position offers a hybrid work model, with responsibilities spanning issue triage, coordination with implementation and development teams, and maintenance of support