Software Support Manager

Medical Priority Consultants Inc; Salt Lake City (UT); Hybrid; USD 95,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Pet insurance

Legal insurance

PTO

Holidays

401K with company contributions

Job summary

Priority Dispatch Corp. in Salt Lake City is seeking a Software Support Manager to lead the Software Support unit, ensuring smooth operations and excellent customer experiences. This role will guide escalations, coordinate with the supervisor and engineers, monitor queues, and develop QA measures.

The position operates on a hybrid work model with a comprehensive benefits package. The candidate will have experience with Windows workstations/servers, SQL databases, networking, virtualization, and

Qualifications

• Experience troubleshooting Windows workstation and server software including installation/configuration, services, event logs, and connectivity issues.
• Proven ability to learn new software and technology.
• Familiarity with SQL databases, networking, virtualization, load-balancing and firewalls.

Responsibilities

• Serve as primary escalation contact for team members and provide technical triage and environment analysis.
• Collaborate with Software Support Supervisor to ensure consistent service in a 24/7 environment.
• Research and recommend tools, processes, and technologies to enhance team efficiency.
• Perform employee evaluations and disciplinary actions as needed.
• Create QA measures to improve accuracy and timeliness of the team’s work product.
• Monitor resources to maximize phone and email coverage; report escalations to QA and development.

Skills

People leadership

Customer service mgmt

Windows/server troubleshooting

SQL databases

Networking

Education

Bachelor's degree in CS or related field

Tools

SQL Server Management Studio

Windows Server

VPN technologies

Job description

Are you looking to bring your career to the next level? Come join our team as a Software Support Manager at an award winning company voted as a top place to work in Utah for the past 6 years running!This opportunity is also eligible for benefits like health, dental, vision, pet, and legal insurances, PTO, holidays, 401K options with company contributions, and so much more! Don't let this opportunity pass you by!Job Summary:The Software Support Manager will have overall responsibility for the smooth and effective operation of the Software Support unit as well as excellent customer experiences both internal and external. This role leads support for customers using primarily on-premises software solutions and requires enough technical depth to guide escalations involving Windows workstations and servers, networking, firewalls, connectivity, virtualization, SQL databases, software installation, and troubleshooting customer environment configuration. The Manager will proactively monitor electronic trouble ticket and telephone queues for adherence to unit targets, communicate with the Software Support Supervisor and Software Support Technical Engineer on a regular basis to provide guidance to the team, and communicate with and resolve escalated customer inquiries. This includes documenting the measures taken and applied solutions. This role operates on a hybrid work model based in Salt Lake City, Utah.Responsibilities:Serving as the primary escalation contact for the team members reporting to them, providing additional technical triage assistance and customer environment analysisWorks with the Software Support Supervisor to ensure consistency in service delivery in a 24/7 environmentResearch and recommend new tools, processes, and support technologies to department management that will enhance the operational efficiency of the Software Support TeamCommunicates with and handles escalated customer inquiriesComplete employee evaluations and disciplinary actionsIn cooperation with the Software Support Supervisor, create quality assurance measures aimed at increasing the accuracy and timeliness of the Software Support Team's work productMonitor and manage team resources to ensure maximum phone and email coverageReport and follow up on tasks that get escalated to QA and developmentEnsure maintenance of customer-facing software downloads and release documentationOversee creation and maintenance of knowledge base documentationProvide regular reports to the Senior Client Education Manager and the Client Operations Admin Team showing team performance over requested time framesAssist Senior Client Education Manager with any other tasks and projects as assignedQualifications:Experience troubleshooting current versions of Windows workstation and server software including; software installation and configuration issues, basic administration, services, event logs, user permissions, application errors, connectivity problems, etc.Proven ability to learn new software and technologyFamiliarity with SQL databases, Networking, Virtualization, load-balancing, and firewallsExcellent communication skills (both verbal and written) are necessaryAbility to prioritize multiple assignments while meeting strict deadlines2+ years of customer service management experience in a technical setting is preferred for this roleEssential Job Functions:Leadership essentials – hiring, interviewing, conflict resolution, performance review, talent managementBusiness writingCustomer Service – written and telephonic strategies for effective communicationMulti-tasking and managementAnalytical review of processesProblem-solving and relationship buildingEffective communication with coworkers and customersProject coordination across departmentsPhysical and Other Requirements:This is a typical office job that requires the ability to sit for long periods of time at a desk while occasionally moving, standing, and walking.Requires use of arms, hands, or fingers, in handling or manipulating objects, or operating equipment, tools, and instruments requiring fine eye-hand coordination.Occasionally requires repeated bending, crouching, stretching, or crawling, along with regularly lifting 10 – 25 pounds, occasionally up to 50 pounds.Work environment is composed of moderate noise (examples: business office with computers and printers, light traffic)Occasional travel of less than 10% may be required.Our Company:As one of Utah's Top Places to work, Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of consulting, training, and software products for the public safety market. Priority Dispatch is based in the U.S. in downtown Salt Lake City, Utah. We offer a comprehensive benefits package including medical, dental, and matching 401(k) programs, etc.Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire, and Medical emergency dispatching. We incorporate the Emergency Priority Dispatch System approved by the International Academies of Emergency Dispatch in all our products. PDC offers multi-agency emergency dispatching ProQA software, as well as a card-set version, AQUA quality improvement software, training, consulting, and Academy accreditation support. www.prioritydispatch.netEqual Employment Opportunity Employer Click here to view the Federal EEO poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf