Technical Services Manager - Troy, United States - Tyler Technologies
Description
Technical Services Manager (2nd Shift)
This position ensures a high level of customer satisfaction by supervising Technical Services Support Specialists responsible for providing technical support, consulting, and systems maintenance and repairs. Job Description: Team Leaders responsibilities Support Queue: * Ensures all support issues are taken and resolved in a timely and sufficient manner by Technical Services Support staff. * Ensures problem descriptions are up-to-date. * Ensures Tech Support Specialist is communicating with customers as necessary on outstanding issues. * Ensures SLAs are met. * Exercises discretion and judgment in determining best problem resolution. * Manages distribution of call load. * Ability to make decisions on escalation of issues to ensure a high level of customer satisfaction. * Directly Supervises Technical Services Support staff * Approves work hours and leave requests. * Scheduling people and resources to meet anticipated workloads. * Performs employee evaluations. * Responsible to ensure proper staff development. * May provide or coordinate department staff training in assisting employees to gain knowledge of the software, hardware and customer business practices. * Helping team members efficiently organize their work and maintain effective records of production and other relevant data. * Implement, schedule, direct and coordinate the department's work plan to ensure a high level of customer satisfaction. * Executes special assignments and tasks as defined by department manager under limited supervision. Leadership * Establishes high standards and brings about effective action through direction, example, and a collaborative team atmosphere. * Effectively delegates tasks and monitors work. * Implements policies and procedures as they relate to the department. * Participates in the implementation of goals, objectives, policies and priorities for the department. * Willingly take responsibility for the guidance of team members. Striving to improve own performance and performance of the team. Client Communication Responsibilities * Maintains customer communication to ensure customer is informed on the status of outstanding issues. * Authority to handle complaints and disputes from customers and developing resolutions to identified issues. * Performs limited direct customer support and trainings as the workload demands. Perform other duties as assigned and needed to create customer satisfaction.
Qualifications: * Bachelor, Associate degree or other Technical degree(s) and/or certification(s) highly recommended, or equivalent experience. * Minimum 3 years as a Technical Lead/Advisor. * Proven technical ability in solving problems with both hardware and software. * Minimum Solid review in all areas on performance evaluation * Provide support on all Tyler products. * Must be able to work a 3 pm to 11 pm CST shift.
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Work with our innovative software solutions that help local government and school districts centralize data and connect their organizations. By working to develop and support our financial management solutions, you can help integrate our solutions with human resources, revenue management, tax billing, and asset management. Location Lubbock, Texas | Lakewood, Colorado | Troy, Michigan | Billings, Montana | Plano, Texas Travel 10-25% State-Specific Salary Range Disclosure Requirements Salary will generally fall between $66,585 - $100,000 before... For full info follow application link.
Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, ag e, disability, veteran status, or any other status protected under local, state or federal laws.