SumTotal Systems, LLC, is the largest independent provider of integrated HR applications and the only provider to deliver Talent Expansion™, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce.
SumTotal has nearly 30 years of learning and HR software experience. High-performing organizations recognize that learning and development are core to their business success and overall talent management and workforce initiatives. That’s why more than 3,500 organizations, including many of Fortune’s “Best Places to Work,” rely on SumTotal’s on-premise and cloud-based applications to enable their employees.
About this role:
The Technical Support Manager is a critical support resource for SumTotal System’s global customer base of large enterprise organizations. The post holder is responsible for managing a team of Technical Support Engineer’s to provide world class service and post-sales support to wide-range customers.
Duties & Responsibilities:
• Develop a deep knowledge of SumTotal’s range of enterprise products.
• Set clear objectives, evaluate progress, and instill a high performance culture with focus on team work, service excellence, and ownership for resolving customer issues.
• Set-up, manage, and improve standards and procedures within the team.
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate.
• Manage the team and individual performance, technical, and skills development.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
• Cascade business objectives and targets to the team.
• Review daily priorities and take appropriate action to ensure results are achieved.
• Remain aware of new product developments and tactical direction to the business on customer service and support challenges.
• Liaison with the internal functions including sales, product management, engineering, services, and other functions.
Skills & Requirements:
• Bachelor's degree in Computer Science, Information Systems, Industrial Engineering, or other technology-related degrees.
• 10+ years of work experience in Software/IT related field.
• 5+ years of experience leading a technical support team.
Preferred Qualifications:
• Experience developing change initiatives within a services environment.
• Experience building process improvements and knowledge transfer amongst the team.
SumTotal Systems is an AA/EEO/Disabled/Veteran's employer.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law