Remote After-Hours Tech Support Manager

Jack Henry & Associates, Inc.; Overland Park (KS); Remote; USD 110,000 - 125,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Senior Technical Support Manager to lead a team delivering complex product support to financial institutions.

This remote, afternoon-evening shift role requires guiding the escalation process, coordinating across departments, and maintaining service levels while strengthening customer relationships. You will mentor staff, ensure SOPs/SLS adherence, and drive continuous improvement.

Qualifications

• 7+ years of experience in technical support.
• Previous leadership experience required.
• Must be able to work an afternoon to evening shift.

Responsibilities

• Takes escalated calls from customers that have needs beyond what department resources can provide.
• Conveys customer feedback to product development staff; reports new or recurring problems to design departments.
• Manages the research of customer problems/issues to provide the highest level of support possible.
• Manages the identification and resolution of application and service issues and any other questions that may arise.
• Develops procedures for finding and resolving problems with products and services.
• Delegates to appropriate technical or service personnel for follow-up.
• Ensures representatives are properly trained when existing products are upgraded or new products are released.
• Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies.

Skills

Leadership experience

7+ years in technical support

Afternoon-evening shift flexibility

Education

Bachelor's degree

Job description

Jack Henry & Associates, Inc. is seeking a Senior Technical Support Manager to lead a team delivering complex product support to financial institutions.

This remote, afternoon-evening shift role requires guiding the escalation process, coordinating across departments, and maintaining service levels while strengthening customer relationships. You will mentor staff, ensure SOPs/SLS adherence, and drive continuous improvement.