Support Manager

i3 Verticals is looking for candidates to fill a Support Manager role for our Public Sector Technical Support Team, located in Temple, GA. The Support Manager, manages a group of Technical Support Engineers (TSE). Both work closely with client leadership and frontline resources, triaging and testing solutions with industry best practices in mind and work with technical, functional team members to test the solution. Resources require working experience in the software and/or law enforcement industry and support services. Experience Jira or Freshdesk is a plus.ESSENTIAL DUTIES & RESPONSIBILITIES:Provides leadership by overseeing work quality, training, instructing, and scheduling work. Position has direct supervisory, leadership and mentoring responsibilities for all Public Safety Support team members in accordance with company strategy, vision and core values. Responsibilities include providing input on hiring/disciplinary actions and work objectives/effectiveness, performance evaluations, and realigning work as needed.Manages the delivery of all customer technical support and maintenance accordance with time and delivery standards.Manages technical support resources to ensure coverage schedules are met in accordance with i3 Verticals business practices and/or client contracts.Review Client issue entries for timeliness of corrections. Escalate if SLAs not being met.Ensures that the technical support team members resolve support requests in accordance with i3 Verticals standards and with minimal amount of customer inconvenience.Manages technical support tracking system to ensure optimal functionality and performance.Ensure customer satisfaction metrics are continually met in accordance with company standards including implementing any corrective actions plans.Creates long-term strategies for growth and maintenance of the Public Safety Support team and makes budgetary recommendations to management.Assists technical support team in resolving non-routine, complex or escalated support issues by helping facilitate cooperation from other department team members that can assist.Works and collaborates with cross functional departments to resolve issues and provide leadership for the overall direction of the Utilities Support team internally and externally.Prepares reports or presentations related to department activities, system functionality, staff performance, Service Level Agreements and Forecasting.Completes other projects as assigned.MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):5+ years overall experience in a relevant professional IT environment, public safety market, software implementations/projects or support.Excellent communication (written and oral) and interpersonal skills.High School Diploma or equivalenti3 Verticals extends employment opportunities to qualified applicants and employees without regard to age, race, color, sex, religion, national original, pregnancy, marital status, veteran status, physical or mental disability unrelated to the employee’s ability to perform his/her job and/or any other characteristic protected by federal, state or local law.i3 Verticals participates in the United States Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.i3 Verticals is an Equal Opportunity Employer committed to creating a diverse workforce.