Manager, Technical Support

Overview

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content processes and cases for organizations across the globe we enabled more than 20000 organizations to digitalize their workplaces and transform their operations.

Currently we are looking Manager Technical Support

The Manager of Technical Support leads the daytoday operations of a technical support team ensuringtimely highquality support for customers and partners. This roleis responsible forteam performance issue escalation operational execution and continuous improvement of support delivery

• Manage daily operations of the technical support team including workload management quality and responsiveness

• Serve as an escalation point for complex or urgent customer and partner issues; ensuretimelyresolution

• Monitor and manage team performance using defined metrics; address performance gaps and operational risks

• Execute departmental goals benchmarks and operating procedures

• Provide regular coaching feedback and performance management for direct reports

• Hire onboard and manage employees including compensation decisions and employee relations in partnership with HR

• Develop team members technical skills communication and customer engagement capabilities

• Identifyand develop highpotential employees and future leaders

• Collaborate with crossfunctional teams to improve product quality supportability and customer experience

• Contribute to budget management andoperatewithin approved financial targets

• Evaluate and improve team processes tools and workflows to increase efficiency and consistency

• Ensure team projects and initiatives are delivered on time within scope and to quality standards
• Comply with all corporate and departmental privacy and data security policies and practices including but not limited to Hylands Information Systems Security Policy

• Bachelors degree or equivalent experience

• 8 years of experience in technical support or a related field

• Prior people management experience preferred

• Experience managing operational metrics and team performance

• Demonstrated ability to coach develop and hold employees accountable

• Strong analytical problemsolving and decisionmaking skills

• Effective written and verbal communication skills

• Strong customer focus and service orientation

• Ability to work effectively in a fastpaced deadlinedriven environment

• Solid technical aptitude and understanding of support operations and escalation processes

• Proficiencywith Microsoft productivity tools

• Up to 15% travel

Hylands Offering

Were proud of our cultureand take employee engagement seriously. By listening toemployees feedbackwere able to provide meaningful benefits and programs to our workforce.

• Learning & Development- development budget (used for certifications conferences etc..) tuition assistance program 4000 self-paced online courses instructor-led webinars mentorship programs structured on-boarding experience full of trainings dedicated Learning & Development department supporting our employees.
• R&D focus cutting edge technologies constant modernization efforts dynamic and innovative environment dedicated R&D Education Services department to help you grow.
• Work-life balance culture flexible work environment and working hours (we are working in task-based system!) possibility to work from home we value trust and we believe efficiency does not depend on your actual location however we would like to spend time together in the office!
• Well-being- private medical healthcare life insurance gym reimbursement.
• Community Engagement Volunteer time off (24h/year).
• Diversity & Inclusion employee resource groups inclusion benefits and policies
• Niceties & Events snacks and beverages employee referral program birthday baby gifts and employee programs

If you would like to join the company wherehonesty integrity and fairnesslie in the bottom of values where people are truly passionate about technology and dedicated to their work connect with us!

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race color religion creed national origin or ancestry sex age physical or mental disability veteran or military status genetic information sexual orientation marital status gender identity or any other legally recognized protected basis under federal state or local laws regulations or ordinances. The information collected by this application is solely to determine suitability for employment verify identity and maintain employment statistics on applicants