Manager, Product Support

T2 Systems•Indianapolis, IN

About The Position

We are seeking an experienced and dynamic Manager, Product Support to lead our Permits and Enforcement Support team. The Manager will oversee multiple products and applications that deliver a wide range of services to facilitate both back office management of operations and the parker experience for our customers’ customers. This role will be instrumental in managing development, performance and delivery of support for the Permit and Enforcement product lines to customers, to produce and implement reliable and efficient service and delivery solutions, maximizing performance and profitability against T2s established customer SLA.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 3-5 years in a Managerial/Supervisory position of a medium to large team; min. 8+ direct reports.
Proven leadership with the ability to drive a team.
Strong technical background with experience in SaaS solutions and software implementation.
Excellent analytical, interpersonal, organizational, and communication skills.
Ability to work under pressure and mentor the team to do the same.
Ability to foster a cooperative work environment.
Ability to plan, develop, and coordinate multiple departments and projects.
Ability to read, analyze, and interpret the most complex documents.
Ability to respond effectively to the most sensitive inquiries or complaints.
Ability to write speeches and articles using original or innovative techniques or style.
Ability to make effective and persuasive speeches and presentations on complex topics to public groups, customers, or staff.
Ability to work with mathematical concepts such as fractions and percentages.
Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
Ability to deal with nonverbal symbolism in its most difficult phases.
Ability to deal with a variety of abstract and concrete variables.
Ability to prioritize tasks and tactfully negotiate priority with end users.
Ability to work under deadline pressure and extra hours if needed.

Nice To Haves

Experience with parking and transportation industry solutions is a plus.

Responsibilities

Lead and mentor a team, ensuring high performance and professional development.
Oversee the support of various applications, each with unique technologies and customer bases.
Ensure advanced troubleshooting of backend systems to identify and resolve defects, misconfigurations, and performance bottlenecks.
Collaborate with cross-functional teams to enhance product performance and customer satisfaction.
Develop and implement strategies to improve support processes and customer experience.
Monitor and report on key performance indicators (KPIs) to drive continuous improvement.
Stay updated on industry trends and best practices to ensure our support services remain cutting-edge.
Coordinate with other department managers to align support strategies with overall company goals.
Analyze customer support data to identify trends and areas for improvement.
Address customer and internal escalations to improve service delivery, collaborating with leaders from other departments to ensure correct prioritization and communication.
Collaborate with other Support Managers to analyze existing process flows across all product lines and identify potential consolidation for common processes.
Assess team composition and identify strategies to maximize utilization across the seasonality of our business..
Train the support team to be more technical and resolve all non-development issues before escalating to engineering.
Raise the Bar of technical excellence, ensuring familiarity with advanced SQL, log analysis, database query cost analysis for tuning, and tools to call web services (REST and SOAP).
Ensure Focus, Clarity, and Accountability through Daily Management.