Remote After-Hours Technical Support Manager

Jack Henry; Monett (MO); Remote; USD 110,000 - 125,000; Full time

Job summary

Jack Henry is seeking a senior technical support leader to manage an after-hours, afternoon–evening shift, Monday–Friday. You will guide escalation handling, coordinate across departments, and ensure high-quality service while maintaining SLA compliance. The role emphasizes process improvement, coaching, and audit readiness within a banking technology environment.

The ideal candidate brings 7+ years in technical support and demonstrated leadership. A Bachelor's degree is preferred.

Qualifications

• Minimum of 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. Works with personnel from various departments to coordinate efforts and provide resolution to customer or procedural issues. Accurately assesses the customer’s product issue or problem.
• 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. Keeps current on most recent changes and/or upgrades for company products and services.
• 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.
• May maintain a current operational guide to satisfy audit requirements; ensures all technical support personnel are trained and familiar with the Standard Operating Procedures (SOPs) and any updates or changes.
• Performs employee evaluations periodically; gives employee feedback and coaching to develop and improve performance.
• May perform other job duties as assigned.

Skills

Leadership

Technical support

Customer service

Communication

Shift flexibility

Education

Bachelor's degree

Job description

Jack Henry is seeking a senior technical support leader to manage an after-hours, afternoon–evening shift, Monday–Friday. You will guide escalation handling, coordinate across departments, and ensure high-quality service while maintaining SLA compliance. The role emphasizes process improvement, coaching, and audit readiness within a banking technology environment.

The ideal candidate brings 7+ years in technical support and demonstrated leadership. A Bachelor's degree is preferred.