Remote Software Support Manager — Lead a High-Impact Team

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

Job summary

Tyler Technologies, Inc. seeks a Software Support Manager to direct and implement policies for providing support to Tyler software products, ensuring a high-quality experience for clients through the Client Services Department.

This role emphasizes leadership, process improvement, and cross-functional coordination with Development, Implementation, and Consulting Services. The ideal candidate has a strong track record in people management, excellent communication skills, and the ability to

Qualifications

• BS/BA degree or equivalent work experience.
• Expert-level experience with Tyler software products or 5+ years in Tyler's Client Service organization.
• Strong desire to motivate and manage a team of professionals.
• Effective conflict management, resolution and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Excellent interpersonal skills, including verbal and written communications.
• Ability to travel preferred (less than 25%).

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 performance issues immediately through meetings and written communication; provide regular reviews in writing.
• Mentor Team Leads.
• Interview and hire new employees; direct training programs and monitor training needs for the team; track progress and take action as needed.
• 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 client feedback to improve the product.
• 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.
• Follow Tyler policies and procedures and respect client policies.

Skills

Leadership

People management

Conflict resolution

Communication

Travel readiness

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 for providing support to Tyler software products, ensuring a high-quality experience for clients through the Client Services Department.

This role emphasizes leadership, process improvement, and cross-functional coordination with Development, Implementation, and Consulting Services. The ideal candidate has a strong track record in people management, excellent communication skills, and the ability to