Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of analysts that supports a vast user environment across numerous locations globally.

• Guide the team to maintain a strong focus on customer service.

• Foster a metrics-driven culture and generate daily, weekly, monthly, quarterly, and annual metrics.

• Manage work schedules along with various administrative responsibilities.

• Supervise customer follow-ups to ensure that inquiries are addressed within the agreed-upon or contracted timeframes.

• Collaborate with business operations, leadership, business analysts, IT services, engineering, integration, and/or applications development to restore services and identify or resolve underlying issues.

• Aid in the planning, coordination, and execution of projects, work assignments, and workloads for support personnel.

• Ensure compliance with established policies and procedures.

• Create and continuously update training materials for both new and existing support staff.

• Conduct quarterly performance evaluations for analysts.

• Utilize AI-driven tools and analytics to improve decision-making, enhance efficiency, and achieve measurable business outcomes when suitable.

• Exercise sound judgment and ethical standards when utilizing AI, ensuring accuracy, data privacy, and responsible oversight with human involvement.

• Report to the Director of Support.

⛳️ Requirements

• Bachelor's Degree in Computer Science or a related field (preferred).

• Approximately 8+ years of total experience in the technical support sector.

• 3+ years of experience leading an IT or support team in a multi-tiered environment.

• Proficiency in establishing a service-oriented organization and developing and implementing relevant policies, procedures, and work instructions.

• Familiarity with incident, problem, request, change, and knowledge management processes.

• Exceptional communication and interpersonal abilities.

• Strong client service skills in a high-pressure, deadline-oriented environment.

• Experience with enterprise software and infrastructure, particularly in relation to the Higher Education sector.

• Jenzabar does not provide sponsorship for work visas.

• Applicants may be subject to electronic monitoring of activities on company-owned devices, networks, systems, applications, and accounts.

🏝️ Benefits

• Medical Insurance.

• Life Insurance.

• Dental Insurance.

• Vision Insurance.

• Paid Time Off (PTO).

• Paid Parental Leave.

• Paid Holidays.

• Short Term Disability.

• Long Term Disability.

• 401K.

• Educational Assistance.

• Incentive plan.

• Comprehensive benefits package.