Supervisory Team Lead

Description

The Supervisory Team Lead serves as a front-line leader within Tyler Technologies Support Department reporting directly to the Support Manager while maintaining collaborative relationships with senior management. This role is responsible for leading a team of support specialists in delivering exceptional customer service for Tylers software solutions. The position requires balancing operational excellence with team development ensuring both individual and departmental goals are achieved while maintaining Tylers commitment to customer satisfaction and continuous improvement.

Responsibilities

• Lead and supervise a team of software support specialists including oversight of daily schedules workload balancing time off requests and facilitating team meetings to promote collaboration and consistent service.

• Regularly monitor case and ticket handling by team members to ensure adherence to departmental standards service level agreements (SLAs) and exemplary customer service practices.

• Deliver ongoing coaching and constructive feedback for team members. Identify individual and team skill gaps and coordinate upskilling as needed.

• Assess current department workflows and support processes. Recommend and implement improvements to increase efficiency reduce response and resolution times and enhance overall customer satisfaction.

• Serve as the primary point of contact for non-routine or escalated customer issues that require action outside of standard procedures ensuring timely and appropriate resolution in collaboration with internal resources as needed.

• Act as a liaison between the support team and specialized groups ensuring relevant resources and support are leveraged for the frontline team.

• Ensure adherence to Tylers support policies security protocols and relevant industry regulations (such as data privacy or confidentiality requirements). Oversee and audit ticket documentation for completeness and accuracy.

Qualifications

• Bachelors degree in a related field (such as Information Technology Business Administration or a similar discipline) or an equivalent combination of education and relevant professional experience.

• Three to five years of experience in customer service or technical/software support with a demonstrated understanding of support center operations and client relations.

• At least one year of experience in a leadership supervisory or team lead capacity including direct oversight of staff management of escalated client issues and responsibility for team performance and development.

• Demonstrated abilityin monitoring key performance indicators analyzing operational data and generating reports to inform decision-making and support continuous improvement initiatives.

• Successful track recordin resolving escalated customer or client issues with professionalism and composure.