Manager, Support Services

Description

The Support Manager leads the software support center and is accountable for the performance, development, and operational effectiveness of the teams delivering customer support across phone, chat, email, and ticket channels. The Manager provides direct leadership to the Supervisory Team Lead and Software Support Specialist roles. This role establishes service strategy, translates organizational priorities into measurable operating plans, ensures consistent execution, and partners across the business to deliver an efficient, compliant, and customer-focused support experience.

This is a hybrid role which requires 3 days onsite at our Overland Park, KS office per week (Tuesdays, Wednesdays & Thursdays).

Responsibilities

Leadership, Service Delivery, Talent Development

• Lead, coach, and develop direct reports, establishing clear expectations, goals, and accountability.
• Provide overall leadership for support personnel through the team's supervisory structure, ensuring consistent communication, coaching, performance management, recognition, and career development.
• Build an effective leadership cadence through regular one-on-one meetings, staff meetings, performance reviews, talent discussions, and succession planning.
• Partner with Human Resources and senior leadership on workforce planning, recruiting, selection, onboarding, retention, employee relations, and organizational design.
• Create an accountable, collaborative, inclusive culture that supports continuous learning, adaptability, ownership, and a consistently high standard of customer service.
• Build and maintain strong cross-functional and external partnerships to support service delivery objectives, address operational challenges, and ensure consistent execution of customer commitments.
• Set and reinforce customer experience standards across inbound and outbound calls, chats, emails, and tickets.
• Serve as the management escalation point for complex, sensitive, or high-impact customer and client issues, coordinating resources and executive communication through resolution.
• Ensure teams deliver accurate, professional, empathetic, and timely support for software functionality, access, billing, reservations, transactions, payments, and general system use.
• Use customer feedback, complaint trends, and interaction data to identify service gaps and improve the end-to-end customer experience.

Support Center Operations & Performance

• Own day-to-day and long-range support center performance, including service levels, customer satisfaction, quality, productivity, schedule adherence, first-contact resolution, and cost efficiency.
• Establish operating plans, staffing models, schedules, coverage strategies, capacity forecasts, and contingency plans that align resources with customer demand and business priorities.
• Define and maintain key performance indicators, dashboards, reporting routines, and management controls; analyze trends and take timely corrective action when results or service risks fall outside expectations.
• Ensure effective use of telephony, ticketing, customer relationship management, workforce-management, reporting, and Tyler platforms.
• Maintain leadership coverage and operational readiness for scheduled shifts, peak periods, incidents, product releases, client launches, and other high-impact events.

Training, Knowledge & Continuous Improvement

• Coordinate onboarding, continuing education, cross-training, leadership development, and proficiency standards for all support center roles.
• Ensure procedures, reference materials, support articles, product updates, and client-specific guidance are accurate, current, accessible, and consistently used.
• Sponsor process improvement, automation, self-service, and technology initiatives that improve quality, scalability, employee effectiveness, and customer outcomes.
• Translate recurring issues and frontline insights into actionable recommendations for product, process, policy, and training improvements.

Qualifications

Education & Experience

• Associate or bachelor's degree preferred, or an equivalent combination of education and relevant experience.
• Three or more years of people-management experience, including experience leading supervisors or team leads, developing senior specialists or other functional leaders, and managing multi-layered support teams.
• Demonstrated success managing performance metrics, workforce capacity, service levels, quality programs, employee development, and escalated customer situations.
• Experience with payment processing, billing, financial reporting, government programs, reservation systems, SaaS, and enterprise software platforms.

Skills & Competencies

• Strong leadership, coaching, delegation, performance-management, and organizational-development skills.
• Ability to lead through other leaders while maintaining clear accountability and visibility into frontline operations.
• Exceptional verbal, written, and executive communication skills, with the ability to explain technical and operational issues clearly across organizational levels.
• Ability to interpret operational and financial data, identify trends and risks, and translate findings into practical actions and recommendations.
• Strong customer orientation and the ability to manage escalated customer, client, and employee situations with professionalism, tact, empathy, and sound judgment.
• Ability to manage competing priorities, lead change, and remain effective in a fast-paced, deadline-driven environment.
• Strong attention to detail and commitment to accurate documentation, security, compliance, and consistent execution.
• Proficiency with Microsoft Office applications and experience with support center telephony, ticketing, workforce-management, reporting, and web-based business systems.

Work Environment & Physical Requirements

• Ability to work in an office environment and remotely, as business needs permit.
• Ability to work scheduled hours and provide leadership availability outside normal business hours when operational needs, incidents, or client commitments require.
• Prolonged periods of sitting and routinely using a computer, keyboard, mouse, headset, and related equipment.

What You'll Bring to Tyler

A customer-first leadership approach, accountability for team and business outcomes, and a commitment to developing strong leaders and high-performing teams. You bring strategic perspective, operational discipline, sound judgment, curiosity, and a solutions-oriented mindset while building a scalable, positive, and continuously improving software support organization.