Remote Software Support Manager

Tyler Technologies, Inc.; Lakewood (CO); Remote; USD 67,000 - 88,000; Full time

Job summary

Tyler Technologies, Inc. seeks a Software Support Manager to direct and implement policies ensuring high-quality support for Tyler software products. You will lead a workforce to deliver strong client experiences within the Client Services Department and collaborate with Development, Implementations, and Consulting to resolve issues.

The role requires supervising and mentoring staff, managing performance, and driving service metrics while aligning with company goals. Travel up to 25% is possible.

Qualifications

• BS/BA degree or equivalent work experience is required.
• Expert-level experience with Tyler software products or 5+ years' experience in Tyler's Client Service organization.
• Strong desire to motivate and manage a team of professionals is required.
• Effective conflict management, resolution and communication skills are required.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment is required.
• Demonstrated ability to maintain a positive, professional attitude and an aptitude for service.

Responsibilities

• Achieves and maintains the service goals of the Client Services Department, creates new ways for reaching these goals, and takes corrective action when goals are not met
• Directly manage employees on the support team
• Address employee performance issues immediately through individual meetings and written communication
• Provide regular reviews to each employee in writing and follow up with individuals on any areas that need improvement
• Mentor Team Leads
• Interview and hire new employees; direct new employee training programs and monitor training needs for the team
• Monitors and improves upon monthly performance metrics
• Contributes to the execution of departmental strategic and tactical plans
• Respond to escalated client issues and negotiate solutions based on client needs and company policies
• Monitors in-peril client support (Tyler Care) activities
• Review product changes and defects with Software Development and provide them with client feedback
• Actively work with all department managers to develop or improve Tyler's services, goals and procedures
• Prepare reports and/or documentation concerning the team's services, goals and needs
• Respects clients' policies and procedures, and follows documented Tyler policies and procedures
• Performs other job-related duties and manages projects created for strategic clients as assigned

Skills

Leadership

Team management

Conflict resolution

Communication

Prioritization

Education

BS/BA degree in related field or equivalent work experience

Job description

Tyler Technologies, Inc. seeks a Software Support Manager to direct and implement policies ensuring high-quality support for Tyler software products. You will lead a workforce to deliver strong client experiences within the Client Services Department and collaborate with Development, Implementations, and Consulting to resolve issues.

The role requires supervising and mentoring staff, managing performance, and driving service metrics while aligning with company goals. Travel up to 25% is possible.