Software Support Manager
About the Company
Tyler Technologies provides software products and services to clients across various industries. Its Client Services Department supports customers in using Tyler software and works with internal teams to address product issues and improve service delivery.
About the Role
Tyler Technologies is seeking a Software Support Manager to lead its software support team and oversee the policies, procedures, and service standards required to deliver effective client support. The manager will be responsible for team performance, service levels, employee development, and timely resolution of escalated client issues. This role requires close collaboration with Software Development, Implementation, Consulting Services, and other department managers to address client needs and improve products and services.
Key Responsibilities
Establish, manage, and maintain service goals for the Client Services Department, identifying improvements and taking corrective action when targets are not met. Directly supervise support team employees and address performance concerns through individual meetings and written communication. Conduct regular employee performance reviews and follow up on areas requiring improvement. Mentor and guide Team Leads. Interview and hire new employees, oversee onboarding and training programs, and monitor individual and team training needs. Monitor monthly performance metrics and identify opportunities to improve team results. Contribute to the execution of departmental strategic and tactical plans. Respond to escalated client issues and negotiate appropriate solutions based on client needs and company policies. Monitor at-risk client support activities through Tyler Care. Review product changes and defects with Software Development and communicate client feedback to support product improvements. Collaborate with department managers to develop and improve services, goals, and procedures. Prepare reports and documentation covering team services, goals, and operational needs. Respect client policies and procedures while following documented Tyler Technologies policies and procedures. Manage projects for strategic clients and perform other job-related duties as assigned.
Required Qualifications
Bachelor's degree in a related field or equivalent work experience. Expert-level experience with Tyler software products or at least 5 years of experience within Tyler's Client Services organization. Strong ability and motivation to lead, develop, and manage a team of professionals. Effective conflict management, resolution, and communication skills. Ability to prioritize and manage multiple tasks in a fast-paced technical environment. Positive and professional attitude with a strong service-oriented approach. Excellent interpersonal skills, including verbal and written communication abilities. Additional Skills & Competencies Ability to stay informed about new products and technology changes that affect clients and evaluate service levels against team goals. Understanding of installed client needs and the ability to balance competing priorities from Sales and Implementation. Ability to work across departments to address client requirements and support existing customers. Sound judgment in balancing individual client needs with company objectives and policies. Ownership of troubleshooting and resolving client issues, including those outside the manager's direct area of responsibility. Ability to apply management principles in planning, organizing, directing, developing, and supervising a high-performing support team. Effective use of available resources to improve client support, reduce service calls, and increase employee productivity. Ability to model company values and leadership competencies while promoting integrity, teamwork, and a positive work environment. Location & Travel Requirements Available locations include Billings, Montana; Lakewood, Colorado; Yarmouth, Maine; Latham, New York; Lubbock, Texas; Plano, Texas; Falmouth, Maine; and Phoenix, Arizona. Remote work is also available. Travel is preferred and expected to be less than 25%.
Compensation
General salary range: $66,585–$87,612 annually, before geographic adjustments. The recruiter can confirm whether the position is eligible for incentives. Equal Employment Opportunity & Accessibility Tyler Technologies is an equal opportunity employer. All qualified applicants receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected by applicable local, state, or federal laws. Candidates who require reasonable accommodation during the application or hiring process due to a disability may contact [email protected] or call 800.646.2633 ext. 791008. These contact methods are reserved for accommodation requests related to disabilities.