Manager, Software Support - Tax

• Recognition of positive performance 
• Address performance issues and areas in need of improvement directly and timely 
• Conduct annual performance reviews, setting goals and regular check-ins to ensure they are met 
• Work with each employee to set professional development goals and assistance to achieve them 
• Interview, hire and onboard new employees; direct new employee training programs 
• Assess training needs for the team; monitor individual progress, and take action as needed 

Participate in support meetings and actively work with all department managers to develop or improve our services, goals and procedures. 

Oversee the proper use and reporting of our CRM to ensure the department is delivering quality and timely support to our clients. 

Design and propose process improvement suggestions 

Prepare reports and/or documentation concerning the team’s services performance, goals, and needs 

Oversee issue escalations making sure that clients are kept informed and timely progress of resolution 

Review product changes and defects with development and provide them with client feedback to improve the overall product 

Follow and enforce documented Tyler Technologies policies and procedures  

The Software Support Manager must be able to:    

• Bachelor’s degree in related field or comparable work experience. 

• 3-4 years working in a dynamic technical support environment. 

• Management experience highly desirable; a strong desire and ability to motivate and manage a team of professionals is a requirement. 

• Effective interpersonal, conflict management, resolution, and communication skills. 

• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment. 

• Strong analytical and problem-solving skills.