Support Manager - Utilities

JOB TITLE: Technical Support Manager - Utilities

FLSA STATUS: Exempt

DEPARTMENT: Enterprise Solutions Technical Support

REPORTS TO: VP Enterprise Solutions Support

SUPERVISORY RESPONSIBILITIES: Yes

JOB LOCATION: Remote (US Based)

TRAVEL: Up to 25%

ESSENTIAL DUTIES & RESPONSIBILITIES:

* Provides leadership by overseeing work quality, training, instructing, and scheduling work.* Position has direct supervisory, leadership and mentoring responsibilities for all Utilities Support

team members in accordance with company strategy, vision and core values. Responsibilities

include providing input on hiring/disciplinary actions and work objectives/effectiveness,

performance evaluations, and realigning work as needed.

* Manages the delivery of all customer technical support, maintenance and software upgrades in

accordance with time and delivery standards.

* Manages technical support resources to ensure coverage schedules are met in accordance with

i3 Verticals business practices and/or client contracts.

* Review Client issue entries for timeliness of corrections. Escalate if SLAs not being met.* Ensures that the technical support team members resolve support requests in accordance with

i3 Verticals standards and with minimal amount of customer inconvenience.

* Manages technical support tracking system to ensure optimal functionality and performance.* Ensure customer satisfaction metrics are continually met in accordance with company standards

including implementing any corrective actions plans.

* Creates long-term strategies for growth and maintenance of the Utilities Support team and

makes budgetary recommendations to management.

* Assists technical support team in resolving non-routine, complex or escalated support issues.* Monitors technical support activity and makes recommendations for changes in procedures and

systems software/hardware to management.

* Works and collaborates with cross functional departments to resolve issues and provide

leadership for the overall direction of the Utilities Support team internally and externally.

* Prepares reports or presentations related to department activities, system functionality, staff

performance, Service Level Agreements and Forecasting.

* Completes other projects as assigned.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

● 5+ years overall experience in a relevant professional IT environment and software

implementations/projects or support.

● Worked in the utility industry with experience with CIS / Billing and MDM systems.

● Excellent communication (written and oral) and interpersonal skills.

● Ability to continue education on structured methodologies such as FADE, SDLC, Agile, and other best

practices.

● Desire to learn new technologies and utility business practices.
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