Job Description

The Manager of Support leads the Technical Support Team which serves as the frontline point of contact for the SmartCOP customer base at public safety agencies (law enforcement, 911 dispatch centers, and correctional facilities).

What your impact will be:

• Leading the Technical Support Team;
• Managing day-to-day activities of the team;
• Setting targets and metrics for team accountability;
• Auditing and improving processes and procedures that will result in faster ticket response times and a better customer experience;
• Creating and executing a training program for ongoing team learning and understanding of the different aspects of the product portfolio;
• Interacting with customers to manage relationships and address issues;
• Ensuring that customer requests are responded to and resolved in a timely manner;
• Working with internal partner departments to escalate and address customer requests, as necessary;
• Developing members of the team;
• Coaching members of the team, as necessary. in troubleshooting issues;
• Preparing regular status reports of ticket volume, response times, resolutions, etc.
• Up to 30% travel visiting customers

What we are looking for:

• A strong leader who can lead the team and take it to the next level;
• A person who is skillful and passionate about both serving customers to provide the best possible customer experience as well as growing and improving a diverse technical support team;
• Excellent and mature customer service and interpersonal skills;
• Basic technical knowledge and understanding of technical concepts;
• Good character, values honesty and trust;
• Ability to manage multiple priorities and get results;
• Bachelor’s degree strongly preferred in a technical discipline.

What would make you stand out:

• SQL
• Windows Server
• Windows PowerShell
• JIRA Service Desk
• The ability to research and troubleshoot software and technical problems

Salary range: $65,000.00 - $75,000.00/year.