Sr. Manager Technical Support Engineering

Join a talented, energetic, and innovative group, leading a group of technical support team managers and teams chartered to provide technical support services to the UKG customer base. Lead talented teams in providing a world-class customer experience in a fast-paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction whilst improving effectiveness and efficiency. This role will also be responsible for creating an environment which promotes and fosters the development and growth of managers and team members to a sustained high level of performance. This role is pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.
Duties and Responsibilities:Lead and guide a team of highly engaged associates tasked with providing technical support to our UKG customers.Ability to take on additional leadership responsibilities including leading other team managers in the future.Develop strategies, operating plans and manage the execution within the support teams to provide consistently high-quality service which drives customer successProvide guidance to your direct reports and teams on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfactionProficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needsIdentify and implement process improvements which increase team efficiency, effectiveness, and the customer experienceEnsure that the your teams document, track, and manage all support requests, communications, and actions in the Salesforce CRM systemInteract with Engineering and other technical teams & resources to facilitate complex issue resolutionEnsure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiencesProvide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve resultsWork with leaders and managers to understand daily challenges, minimize barriers, and identify/obtain tools required for successful job performanceMeet or exceed the established service level objectives for the support teamsAct as a sr. escalation resource for customer and internal feedback pertaining to the teamParticipate in late & weekend shifts on a rotational basisParticipation in on-call rotations is required to provide occasional after-hours supportWorking hours will align to US Business hours (range between 8a-8p EST) and adjust by 1 hour to account for daylight savings time.Basic Qualifications:5+ years leading technical resources in a technical support environment and driving strong resultsStrong knowledge of technical product support and the underlying technologiesExcellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer & internal partner relationshipsStrong leadership, teamwork, influencing, mentoring, and coaching skillsExperience with reporting & using data to make decisionsAbility to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skillsExperience documenting and implementing processes and proceduresKnowledge of support tools for issue tracking and knowledge managementPreferred Qualifications:HR, Payroll, Time and Labor and/or HCM domain experienceExperience leading multiple technical teams and managersExperience managing successful remote support teamsBA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering.