Supervisory Team Lead, Software Support

Description

Tyler Technologies, the country’s premier provider of eGovernment solutions, is looking for a Supervisory Team Lead. The ideal candidate will be responsible for overseeing daily operations, ensuring productivity targets are met, fostering a positive team environment, and acting as the primary liaison between team members and management.

The Support Services – Supervisory Team Lead position is a full-time opportunity.  In addition to technical and troubleshooting skills, this position will require performance at the highest level in the areas of team management, customer service and communication.

Responsibilities

Day-to-Day:

• Supervise multiple direct reports in a team-oriented environment, ensuring that team members are following proper procedures, best practices, and quality work while meeting identified SLAs.
• Analyzing team bandwidth and helping identify opportunities for customer self-service, process improvements, identify automations, and optimize existing processes to improve customer experience.
• Be knowledgeable when it comes to our supported applications and infrastructure for related issues throughout the entire life cycle of a ticket with the primary goal being the highest level of customer experience.
• Respond as needed to incoming requests via phone, email, and the Zendesk ticketing system; Gather all pertinent information, gain an understanding of impact, and perform troubleshooting to resolve.
• Serve as an escalation triage point for the team when questions arise regarding how to handle certain requests or general information about supported applications. Perform continuous analysis, classification, and trend analysis of tickets working toward the pro-active resolution of tickets where possible.
• Provide reports on team performance using identified KPIs as well as established quality assurance guidelines and best practices.
• Assist in onboarding new hires.
• Collaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues.

Team Onboarding and Training:

• Conduct Training Sessions: Manage Engaging training sessions for new team members, ensuring they are equipped with the necessary tools and knowledge to excel in their roles.
• Ongoing Mentorship and Development: Provide guidance, support, and professional development opportunities to team members, fostering a culture of learning and growth.
• Best Practices: Provide leadership and example setting for the best way to navigate various engagement types within support, operating as an escalation point for the team.

Alignment Efforts:

• Cross Training and Knowledge Expansion: Promote cross-training initiatives among team members to enhance their skills and knowledge across different areas of customer support. This will ensure a more versatile and capable team that can efficiently handle diverse customer needs.
• Knowledge Bases: Help maintain all relevant support information, processes, and frequently asked questions. This knowledge repository will reduce resolution times and improve customer satisfaction.
• Tool Implementation and Optimization: Collaborate with your manager to identify and implement new customer support processes that streamline and enhance the team's efficiency. Regularly assess the effectiveness of these tools and make necessary adjustments for optimal results.

Qualifications

• Management experience preferred, though not required
• Self-motivated and proactive in identifying and resolving issues
• Strong attention to detail
• Professional demeanor with the ability to work effectively across all organizational levels
• Exceptional customer service and interpersonal abilities
• Strong written and verbal communication skills
• Proven problem-solving capabilities
• Consistent adherence to established processes and procedures
• Collaborative team player, adaptable in fast-paced, deadline-driven environments
• Analytical mindset with the ability to gather data and perform trend analysis
• Commitment to continuous improvement and professional growth
• SQL proficiency
• Familiarity with ITIL/ITSM Best Practices

Additional Desired Skills

• 2-5 years of experience with Tyler Technologies Support teams
• Multi-state/multi-product expertise is preferred
• Experience with Zendesk and/or JIRA/Jira Service Management or similar ticketing system
• Payment transaction processing industry experience preferred
• Additional responsibilities as identified by management team

Join our team and lead the way in providing exceptional customer support while building a positive and dynamic work environment. Together, we will drive our organization towards greater success and customer satisfaction.