Harris Computer Systems

Customer Support Manager

2 months ago
Job ID
System Innovators
Client Support
Supervisory Role
Percent of Travel Required

Position Overview





The Manager, Support Services is responsible to lead and manage a Technical Software Support Department. In addition to team management and leadership responsibilities, this role will be responsible for defining, implementing, and monitoring business processes that will lead to efficient ticket resolution with end goals including customer retention and references. The Manager, Support Services also assists our clients with organizing and executing User Group meetings. The Manager, Support Services has an opportunity to make a difference for our customers by attending the User Group meetings and capturing customer feedback to improve our services and products.

Primary Functions

  • Oversee 100% of support requests, incidents and problems with responsibility for on time delivery and achievement of internal and external Service Level Agreements
  • Understanding of our corporate SLA’s with our customers
  • Contributing to the development of short and long term strategic business goals
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Manages and coordinates urgent and complicated support issues, act as escalation point for all requests and incidents.
  • Developing and administering a mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Creating & ensuring adherence to the Standard Operating Procedures; fostering continuous improvement
  • Monitoring the performance of team members
  • Define and coordinate analysts’ responsibilities
  • Developing leadership pipeline to meet short & long-term business goals by training, coaching and mentoring Customer Care Analyst, Technical Software Support Analyst and 3rd Level Support Analysts.
  • Retaining talent and enhancing employee morale
  • Manages Client Services staff including performance evaluations, promotions, hiring and disciplinary responsibilities
  • Responsible for capacity planning, shift scheduling, and adherence to ensure adequate coverage during normal business hours
  • Reporting of KPIs, identifying and acting on trends, and developing strategies for improvement
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
  • Review customer feedback surveys to improve services, tools and support experience.
  • Manage process for communicating outage/emergency activities to the organization
  • Keep confidential all applicant, client, and verification and company proprietary information
  • Provides leadership by projecting a positive attitude
  • Interfaces with internal and external customers, employing a high degree of tact and diplomacy
  • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
  • Liaison with other support functions of the company affecting customer support
  • Resolve conflicts within the team that require management intervention.
  • Enforce company policies and management directives within the team
  • Any other duties as assigned by the management


  • Must be proficient with MS Office (Word, Excel, Powerpoint)
  • Must demonstrate flexibility in a fast paced working environment.
  • Must possess strong interpersonal & client management skills
  • Must have excellent time management and organizational skills.
  • Must have the ability to work and communicate with people across organizational units and client organization.
  • Strong decision making, ability to think strategically and translate strategy into action plans
  • Must have exceptional customer service and interpersonal skills
  • Ability to lead people on large, multi-functional efforts
  • Must possess excellent communication skills in English, both written and oral.
  • Must have excellent leadership and team management skills.
  • Experience in analyzing and reporting data.
  • Thorough understanding planning, forecasting & scheduling to meet SLAs, delivery and adherence to the SOW defined parameters
  • Self-motivated, self-directed, persistent and detail-oriented.

Company Overview

SI counts 15 of the 30 largest Cities in the nation, several states and more than one hundred other local governments and large private utilities as clients. SI has proven its solutions make it easier for governments and utilities to consolidate and manage revenue streams. We do this by providing our iNovah Enterprise Revenue Management (ERM) hub that enables one stop payment for constituents, consolidates payments across the enterprise and provides robust management, reporting, reconciliation and auditing for all payments in one place.

SI's enterprise-wide revenue management offerings include fully configurable PCI compliant payment collection, EMV credit card processing, cashiering and financial reporting solutions. Specializing in citizen self-service, revenue management, auditing and financial reporting, System Innovators’ products integrate seamlessly with websites, deposit banks, payment card processors, host receivable and financial systems.

System Innovators is a division of Harris.

Harris is an EEO/AA/Disability/Vets employer.



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