Software Support Manager

Medical Priority Consultants; Salt Lake City (UT); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Priority Dispatch Corp. in Salt Lake City, UT is seeking a Software Support Manager to oversee the Software Support unit and ensure excellent customer experiences for on-premises software solutions.

The role requires technical depth in Windows, SQL, networking, virtualization, and troubleshooting customer environments, with regular escalation guidance from leadership. The position operates on a hybrid work model based in Salt Lake City, Utah, and includes opportunities to drive process

Qualifications

• Experience troubleshooting current versions of Windows workstation and server software; installation and configuration issues, permissions, errors, connectivity.

Responsibilities

• Serve as primary escalation contact, provide technical triage, and analyze customer environments.
• Ensure consistent service delivery in a 24/7 environment with supervisor guidance.
• Research and implement tools and processes to improve operational efficiency of the Software Support Team.
• Handle escalated customer inquiries and document resolutions.
• Oversee QA measures and knowledge base maintenance.
• Monitor team resources for maximum phone and email coverage.
• Provide regular performance reports to management.

Skills

Windows troubleshooting

SQL databases

Networking

Virtualization

Team leadership

Customer support

Tools

SQL Server

Windows Server

ProQA

Job description

Job Details

Job Location: Corporate Headquarters PDC - Salt Lake City, UT 84111

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 analysis
• Works with the Software Support Supervisor to ensure consistency in service delivery in a 24/7 environment
• Research and recommend new tools, processes, and support technologies to department management that will enhance the operational efficiency of the Software Support Team
• Communicates with and handles escalated customer inquiries
• Complete employee evaluations and disciplinary actions
• In cooperation with the Software Support Supervisor, create quality assurance measures aimed at increasing the accuracy and timeliness of the Software Support Team's work product
• Monitor and manage team resources to ensure maximum phone and email coverage
• Report and follow up on tasks that get escalated to QA and development
• Ensure maintenance of customer-facing software downloads and release documentation
• Oversee creation and maintenance of knowledge base documentation
• Provide regular reports to the Senior Client Education Manager and the Client Operations Admin Team showing team performance over requested time frames
• Assist Senior Client Education Manager with any other tasks and projects as assigned

Qualifications

• 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 technology
• Familiarity with SQL databases, Networking, Virtualization, load-balancing, and firewalls
• Excellent communication skills (both verbal and written) are necessary
• Ability to prioritize multiple assignments while meeting strict deadlines
• 2+ years of customer service management experience in a technical setting is preferred for this role

Essential Job Functions

• Leadership essentials - hiring, interviewing, conflict resolution, performance review, talent management
• Business writing
• Customer Service - written and telephonic strategies for effective communication
• Multi-tasking and management
• Analytical review of processes
• Problem-solving and relationship building
• Effective communication with coworkers and customers
• Project coordination across departments

Physical 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.net

Equal Employment Opportunity Employer Click here to view the Federal EEO poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf