Job Opening for Support Manager

We are looking to add multiple Support Consultants to work with our implementation team to support existing customers.

This position involves administering the support operations for multiple large-scale time and attendance projects. The successful applicant will have demonstrated success in all aspects of managing technically skilled staff and project management. The Support Manager will be responsible for ensuring all support processes are handled properly on a daily basis and that issues are resolved and escalated as needed. The role will oversee a growing support team, ensuring that the people, process and technology are all operating smoothly and effectively. Candidates should have experience in software application customer relationship management, managing customer requests, managing teams, and assisting with business planning.

Job Functions

. Hold our team and customers accountable for project deliverables and milestones; assist staff in meeting service level agreements and increasing customer satisfaction

. Define and enforce support organizational structure and processes

. Effectively develop, communicate and interpret policies

. Track support effectiveness and productivity, defining and reporting on support metrics

. Interface with business and technical senior management on Application Support and Maintenance activities, priorities, and progress

. Escalate issues as required, ensuring satisfactory resolution for customers

. Coordinate support of application release deployment to clients

. Facilitate team meetings to ensure staff is educated and informed on latest issues

. Work collaboratively within the organization to effectively communicate issues to employees and end users

Mandatory Skills

. Excellent communication skills, both verbal and written

. Ability to work well with customers, including handling difficult conversations

. Excellent organizational and leadership skills

. Experience with projects involving outside customers and administration of contractual deliverables and timelines

. Experience in deploying limited resources to meet critical requests from customers

. A candidate must be willing to travel to customer sites 10-15% of the time

Desirable Skills

. Experience implementing or supporting packaged software systems is required.

. A familiarity with business applications such as MS Office is important.

. A background in payroll, HR, or time and attendance would be helpful.

. Knowledge of HR and payroll policies, procedures, and systems such as Peoplesoft, Lawson, Oracle, SAP, ADP, Ceridian, or Pro Business is also a plus.

. Previous technical support management experience a plus, including tracking and reporting on key metrics

. Experience with Microsoft Project desirable

. Programming knowledge in any 4GL would be useful, but is not required.

Send your resume to careers@workforcesoftware.com. No recruiters or phone calls please.