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

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

    2 weeks ago

    Default job background
    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.
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