Manager, Software Support

Job Description

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences. Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference. Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise! General Summary: The Manager of Software Support is responsible for leading a global team of entry level to experienced professionals focused on providing support to system users and customers by evaluating user needs, identifying problems, and finding determined solutions. This role supports the Software Support team to automate and streamline our partners' business processes that lead to a more successful operation, ultimately providing our partner base with world-class support to ensure the best possible experience. Essential Duties and Responsibilities: Sets goals and objectives for team members for achievement of operational results Supervises support and/or professional level colleagues Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders Leads and prioritizes the daily activities of the team Manages, mentors, and coaches to develop a collaborative and dynamic team Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency Serves as the first level of escalations for partners with concerns about support, installation, education, or consulting delivery Monitors and reviews the team’s activity, intervening where appropriate Resolves daily assigned service requests and organizes chat schedules Schedules and communicates 24/7 chat for support colleagues Contributes to change management meetings to help shape the support processes Engages in performance management for new and existing colleagues Communicates cross-functionally for BETA/ALPHA/General release on PSA issues Conducts Pre-Alpha Testing for new ConnectWise releases Tracks and delivers analysis on trending issues with internal teams to determine potential solutions Provides advanced troubleshooting skills to resolve problems Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Exceptional leadership and customer service skills Willingness to work in a team environment Strong organizational skills to give the team direction Professional presence suitable for interaction in meetings, in-person, or via email, as well as at internal and external facing events Excellent presentation and communication skills Organized, detail-oriented, and self-motivated Strong time-management, problem solving, and organizational skills Strong computer skills with the ability to effectively communicate through e-mail Strong team player with the ability to build positive and collaborative relationships within the organization and external partners Broad understanding of relational databases, data warehousing, mark-up languages, and web technologies Knowledge of Internet Information Services (IIS) Preferred: Knowledge of the IT, Professional Services, CRM, or ERP markets Educational/Vocational/Previous Experience Recommendations: Bachelor’s degree in related field or equivalent business experience 4+ years of relevant experience 2+ years of managerial experience Working Conditions: Onsite at Sydney Office 0-10% travel may be required ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at or 1-800-671-6898. #J-18808-Ljbffr