The Manager of Support is responsible for leading a team of both Technical and Software Support analysts, servicing users with complex enterprise-related issues, problems and requests. The team focuses on being highly available, customer driven subject matter experts highly focused on call resolution. The Manager of Support must build a multi-discipline organization with strong utility players able to support a wide range of technologies, platforms and applications. The team must resolve incidents with the infrastructure, hardware, software, network and application environment.
The ideal candidate possesses a passion for customer service and strong technical knowledge needed to coach and mentor the team on new technologies and build a world-class Support organization. This role reports to Director of Support.
Essential Tasks
- Lead a team of analysts supporting a large user environment across hundreds of sites around the world
- Manage the team towards a dedicated customer service focus
- Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and yearly metrics, with the goal of driving quality and continuous improvement
- Administrative duties for handling work schedules
- Oversees follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe
- Interacts with business operations and leadership, business analysts, IT services, engineering, integration and/or applications development to restore service and/or identify and correct core problems
- Assists with planning, coordination and execution of projects, work assignments and workloads for Support personnel, ensuring adherence to established policy and procedures.
- Develops and continually updates training material for new and existing support staff
- Responsible for performing quarterly performance reviews for the analysts
- Leverage AI-enabled tools and analytics to enhance decision-making, improve efficiency, and drive measurable business outcomes when appropriate
- Apply sound judgment and ethical standards when using AI, ensuring accuracy, data privacy, and responsible human-in-the-loop oversight
Preferred Skills & Experience
- Bachelor's Degree in Computer Science or related field
- Approx. 8+ total years working experience in the technical support field
- 3+ years leading an IT or Support team in multi-tiered environment.
- Experience with building a service-oriented organization, developing and implementing policies, procedures and work instructions
- Understanding of incident, problem, request, change, and knowledge management
- Excellent communication and interpersonal skills
- Excellent client service skills in a demanding, deadline-driven environment
- Experience working with enterprise company software and infrastructure, especially as it relates to the field of Higher Education
The base pay range for this position is $85,000-$100,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an incentive plan as well as a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
Benefits
Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance
Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.
Please Note: Jenzabar does not sponsor applicants for work visas.
Electronic Monitoring Notice:
Job applicants are advised that Jenzabar reserves the right to monitor, access, review, and disclose electronic activity conducted on Company‑owned devices, networks, and systems, as well as activity involving Jenzabar applications or accounts accessed on personal devices. Monitoring may include email, messaging, internet usage, files, applications, and other electronic communications or data, and is performed for security, compliance, and operational purposes.
Skills Required
- Bachelor's degree in Computer Science or a related field
- Approximately 8 or more years of total experience in technical support
- At least 3 years leading an IT or support team in a multi-tiered environment
- Experience building a service-oriented organization and developing and implementing policies, procedures, and work instructions
- Understanding of incident, problem, request, change, and knowledge management
- Excellent communication and interpersonal skills
- Excellent client service skills in a demanding, deadline-driven environment
- Experience with enterprise software and infrastructure, particularly in higher education
What We Do
Jenzabar is higher education’s trusted advisor, offering technology solutions and services that are tailored to fit the evolving needs of institutions both today and in the future. Collaborating with over 1,300 clients worldwide, we provide scalable software and services, designed to drive performance across campus and throughout the full student lifecycle. Exclusively serving higher education, more colleges and universities selected a Jenzabar student information system over any other SIS during the past six years. For further information, please visit www.jenzabar.com.
