Manager of Support Services (Customer Support)

TL;DR

Manager of Support Services (Customer Support): Leading the Technical Support Team for public safety agencies with an accent on team accountability, process improvement, and customer relationship management. Focus on auditing ticket response times, executing training programs, and coaching team members in technical troubleshooting.

Location: Pensacola, Florida; Alabama, South Carolina, Georgia (USA)

Salary: $65,000 - $75,000 / year

Company

hirify.global provides specialized software solutions for public safety agencies, including law enforcement, 911 dispatch centers, and correctional facilities.

What you will do

• Lead and manage the day-to-day activities of the Technical Support Team.
• Set targets and metrics for team accountability and performance monitoring.
• Audit and optimize processes to improve ticket response times and the overall customer experience.
• Create and execute training programs to enhance the team's understanding of the product portfolio.
• Manage customer relationships and work with internal departments to escalate and resolve complex requests.
• Prepare regular status reports on ticket volume, response times, and resolution rates.

Requirements

• Proven leadership experience with a passion for growing and improving technical support teams.
• Excellent customer service and mature interpersonal skills.
• Basic technical knowledge and the ability to research and troubleshoot software problems.
• Bachelor’s degree in a technical discipline strongly preferred.
• Ability to travel up to 30% for customer visits.

Nice to have

• Experience with SQL.
• Proficiency with Windows Server and Windows PowerShell.
• Experience with JIRA Service Desk.