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    Support Manager - Nashville, United States - i3 Verticals Management Services, Inc.

    i3 Verticals Management Services, Inc.
    i3 Verticals Management Services, Inc. Nashville, United States

    3 weeks ago

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    Description
    Job Description

    Job Description


    JOB TITLE:
    Technical Support Manager - Utilities


    FLSA STATUS:
    Exempt


    DEPARTMENT:
    Enterprise Solutions Technical Support


    REPORTS TO:
    VP Enterprise Solutions Support


    SUPERVISORY RESPONSIBILITIES:
    Yes


    JOB LOCATION:
    Remote (US Based)


    TRAVEL:
    Up to 25%

    ESSENTIAL DUTIES & RESPONSIBILITIES:
    Provides leadership by overseeing work quality, training, instructing, and scheduling work.
    Position has direct supervisory, leadership and mentoring responsibilities for all Utilities Support
    team members in accordance with company strategy, vision and core values. Responsibilities
    include providing input on

    hiring/disciplinary

    actions and work

    objectives/effectiveness,
    performance evaluations, and realigning work as needed.
    Manages the delivery of all customer technical support, maintenance and software upgrades in
    accordance with time and delivery standards.
    Manages technical support resources to ensure coverage schedules are met in accordance with
    i3 Verticals business practices and/or client contracts.
    Review Client issue entries for timeliness of corrections. Escalate if SLAs not being met.
    Ensures that the technical support team members resolve support requests in accordance with
    i3 Verticals standards and with minimal amount of customer inconvenience.
    Manages technical support tracking system to ensure optimal functionality and performance.
    Ensure customer satisfaction metrics are continually met in accordance with company standards
    including implementing any corrective actions plans.
    Creates long-term strategies for growth and maintenance of the Utilities Support team and
    makes budgetary recommendations to management.
    Assists technical support team in resolving non-routine, complex or escalated support issues.
    Monitors technical support activity and makes recommendations for changes in procedures and
    systems software/hardware to management.
    Works and collaborates with cross functional departments to resolve issues and provide
    leadership for the overall direction of the Utilities Support team internally and externally.
    Prepares reports or presentations related to department activities, system functionality, staff
    performance, Service Level Agreements and Forecasting.
    Completes other projects as assigned.

    MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

    • 5+ years overall experience in a relevant professional IT environment and software
    implementations/projects

    or support.

    • Worked in the utility industry with experience with CIS / Billing and MDM systems.
    • Excellent communication (written and oral) and interpersonal skills.
    • Ability to continue education on structured methodologies such as FADE, SDLC, Agile, and other best
    practices.

    • Desire to learn new technologies and utility business practices.
    #J-18808-Ljbffr
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    JOB TITLE: Technical Support Manager - Utilities · FLSA STATUS: Exempt · DEPARTMENT: Enterprise Solutions Technical Support · REPORTS TO: VP Enterprise Solutions Support · SUPERVISORY RESPONSIBILITIES: Yes · JOB LOCATION: Remote (US Based) · TRAVEL: Up to 25% · ESSENTIAL DUTIES & ...

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