Mgr. Technical Support Engineering

About the Role

Key Responsibilities

• Lead and guide a team of highly engaged technical support individuals tasked with providing technical support to our UKG customers.
• Develop strategies, operating plans and manage the execution within the support team to provide consistently high-quality service which drives customer success.
• Provide guidance to your team on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction.
• Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs.
• Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience.
• Ensure that the team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system.
• Interact with Engineering and other technical teams & resources to facilitate complex issue resolution.
• Ensure adherence to established support processes (e.g., case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences.
• Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results.
• Provide leadership in resolving issues related to inter-departmental workflow and processes.
• Meet or exceed the established service level objectives for the support teams.
• Act as an escalation resource for customer and internal feedback pertaining to the team.
• Participate in late & weekend shifts on a rotational basis.
• Participation in on-call rotations is required to provide occasional after-hours support.

Requirements

• 1-3+ years leading technical resources in a technical support environment and driving strong results.
• Knowledge of technical product support and the underlying technologies.
• Experience documenting and implementing processes and procedures.
• Knowledge of support tools for issue tracking and knowledge management.
• Must be able to be in the office 3 days a week (Atlanta GA, Maitland FL, Weston FL, Alpharetta GA, or Lowell MA).
• Ability to work 11a-8p ET.

Nice to Have

• HR, Payroll, Time and Labor and/or HCM domain experience.
• Experience managing successful remote support teams.
• Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer & internal partner relationships.
• Strong leadership, teamwork, influencing, mentoring, and coaching skills.
• Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills.
• BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering.

Qualifications

• BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering.

Benefits & Perks

• The pay range for this position is $99,800.00 to $143,450.00 USD.
• This position is eligible for a short-term incentive and a long-term incentive as part of total compensation.
• UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.