Manager, Software Support

DuCharme McMillen & Associates, Inc. • Full-time • Fort Wayne, Indiana, United States • 3d ago

Why are long tenures and low turnover rates the norm at DMA? When you are an employee owned company, you are all about your employees, and here is proof:

2024 Great Places to Work Certified
Employee stock ownership program eligibility begins day one of employment. ESOP contribution is targeted at 6% of your annual compensation.
Company paid Paternity & Maternity Leave.
Generous PTO package plus 2 paid floating holidays and 1 day of paid volunteer time off.
Multiple benefit plans, eligible day one of employment.
"Live and work like a DMA Employee-Owner”: We focus on work/life balance, mental health, and the overall wellness of our employees.

*This position will be hybrid out of our Fort Wayne, IN office. The requirement is to work in the office two or more days per week.*

Position Summary

Oversee software support staff providing client support and user support services for DMA software applications. Maintains all related documentation and manages support ticket backlog, prioritizing tickets, and ensuring proper assignment and attention. Establishes and maintains relationships with quality assurance, software development, and product management. Provides advanced troubleshooting skills to resolve technical problems. Works with the team to research, report, and correct any quality assurance issues.

Essential Duties and Responsibilities

Researches, reports, and corrects and quality assurance issues
Provide leadership, direction, and guidance to coach, motivate, and lead team members to their optimum performance levels and career development
Ensure excellent and prompt communication with user and client base; support activities, release notes and update notifications/outages
Develop comprehensive understanding of the software application to provide troubleshooting guidance and strategies to support team
Establishes and maintains relationships with client contacts, DMA quality assurance, software development, and product management
Provides advanced troubleshooting skills to resolve technical problems and customer issues
Plan, prioritize, and delegate work tasks to ensure proper function of the department
Assist in development and implementation of policies and procedures
Assist in implementation of strategies to improve quality of support, productivity, and profitability
Coordinate and manage customer support projects and initiatives; fully document each issue/resolution
Participate in business meetings and provide status reports, as needed
Participate in code reviews and release & sprint planning sessions, as needed
Serves as liaison between departments to find solutions to technology issues/problems
Ensure customer needs are met with consistently high quality of service provided
Engage appropriate internal resources to resolve technical issues and update customers on progress toward resolution

Non-Essential Duties and Responsibilities

Perform other duties as assigned

Education and Qualifications

Bachelor’s Degree in Computer Science, Information Technology, or related field
5+ years’ experience in a software/technical support environment
Demonstrated leadership experience through projects and responsibilities
Strong verbal and written communication skills; excellent listening skills
Excellent analytical/problem solving skills
Ability to multi-task and prioritize problems to anticipate issues
Project management experience
Proficient in Microsoft Office applications
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. This position does not qualify for employment-based sponsorship.

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