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Manager, Technical Support
Brand: SumTotal
Req#: 496942
Updated: 01/15/2019
Job Type: Regular
Location: Des Moines Iowa
Category: Support
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Job Description

About SumTotal:

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 Growth Edition (formerly Maestro) 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 a wide-range of customers.

Responsibilities

 

• Work in the Des Moines Office.

Develop a knowledge of the Growth Edition  product.
• Set clear objectives in addition to existing Support KPIs.  Evaluate progress and instil a high performance culture with focus on team work, service excellence and accountability for resolving customer issues.
• Set-up, manage and improve standards and procedures within the team using technology to improve efficiency as appropriate.

• Manage the team and individual performance against Support KPIs; average resolution times and update compliance to ensure positive customer outcomes.

·       Manage ongoing technical and skills development within the team.

• Encourage open communication and collaboration between team members, suggesting and championing ideas that help the team 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.
• Collaborate effectively with the internal stakeholders including sales, product management, engineering, services and other functions.

·       Identify key customers within the installed based and partner with them to ensure shared success.

 
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.

·       Experience managing remote employees

SumTotal Systems is an AA/EEO/Disabled/Veteran's employer

 

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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