Tyler Technologies Manager, Technical Services in Billings, Montana
Manager, Technical Services
This position ensures a high level of customer satisfaction by supervising Technical Services Team responsible for providing technical support, consulting, and systems maintenance and repairs.
Lubbock, Texas | Tempe, Arizona | Lakewood, Colorado | Troy, Michigan | Billings, Montana
Manages the scheduling and deployment of all software for new and existing customers.
Develop mentoring strategy to grow deployment resources.
Develop a vision on improving the deployment process.
Recruit, Lead, Build, Cultivate and Manage a best-in-class deployment team
Ensures all support issues are taken and resolved in a timely and sufficient manner by Technical Services Support staff.
Ensures problem descriptions are up-to-date.
Ensures Tech Support Specialist is communicating with customers as necessary on outstanding issues.
Ensures SLAs are met.
Exercises discretion and judgment in determining best problem resolution.
Manages distribution of call load.
Ability to make decisions on escalation of issues to ensure a high level of customer satisfaction.
Directly Supervises Technical Services staff
Approves work hours and leave requests.
Scheduling people and resources to meet anticipated workloads.
Performs employee evaluations.
Responsible to ensure proper staff development.
May provide or coordinate department staff training in assisting employees to gain knowledge of the software, hardware and customer business practices.
Helping team members efficiently organize their work and maintain effective records of production and other relevant data.
Implement, schedule, direct and coordinate the department's work plan to ensure a high level of customer satisfaction.
Executes special assignments and tasks as defined by department manager under limited supervision.
Establishes high standards and brings about effective action through direction, example, and a collaborative team atmosphere.
Effectively delegates tasks and monitors work.
Implements policies and procedures as they relate to the department.
Participates in the implementation of goals, objectives, policies and priorities for the department.
Willingly take responsibility for the guidance of team members. Striving to improve own performance and performance of the team.
Maintains customer communication to ensure customer is informed on the status of outstanding issues.
Authority to handle complaints and disputes from customers and developing resolutions to identified issues.
Performs limited direct customer support, deployment and trainings as the workload demands. Perform other duties as assigned and needed to create customer satisfactionQualifications
BS/BA in related field or equivalent experience
A strong business orientation
Experience in the software industry deploying software products
5 years' experience in technical management within a software company or division
Strong technical knowledge of Windows operating systems, computers, servers, and networks
Working knowledge of switches, phone systems, LAN/WAN equipment.
Previous experience with managing large teams
Strong interpersonal and communication skills
Proactive & creative problem solving skills and ability to evaluate options, analyze complex problems, present possible solutions in a simple, easily understood manner.
Excellent time management and prioritization skills
Colorado Code of Regulations 7 CCR 1103-13 Disclosure
Salary will generally fall between $65,279 - $100,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.
Great Place to Work & Grow Your Career
Tyler is continually recognized as a great workplace locally and nationally.
Taking Care of You & Your Family
Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness.
Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.