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Software Support Manager Jobs in Delaware (NOW HIRING)

CHEER, Inc.

Center Support Manager

Georgetown, DE · On-site

$19/hr

CENTER SUPPORT MANAGER - FULL TIME SUMMARY DESCRIPTION The Center Support Manager's primary role is ... Computer use is necessary for database software. * Ability to read and interpret documents such as ...

CHEER, Inc.

Center Support Manager

Georgetown, DE

$19/hr

CENTER SUPPORT MANAGER - FULL TIME SUMMARY DESCRIPTION The Center Support Manager's primary role is ... Computer use is necessary for database software. * Ability to read and interpret documents such as ...

Marencor

Manager, Software Development

Wilmington, DE · On-site

$175/hr

The Manager, Software Development Engineering will be responsible for providing leadership and direction for all aspects of development, implementation, integration and support decisions impacting an ...

Kendal Corp.

Development Project Manager

Newark, DE · On-site

Strong proficiency in Microsoft Office suite and Procore (or other construction/development project management/project cost software) * Support financial modeling and development underwriting ...

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Software Support Manager information

What does a software support manager do?

A Software Support Manager oversees the support team responsible for assisting clients and end-users with software-related issues. They manage daily operations, ensure timely resolution of technical problems, and work to improve customer satisfaction. The role often involves coordinating with development teams to address bugs, implementing support processes, and training staff. Software Support Managers also analyze support metrics to optimize performance and may assist in developing documentation or training materials.

How does a software support manager typically balance technical troubleshooting with team leadership responsibilities?

A Software Support Manager often divides their time between overseeing the support team’s daily operations and directly handling complex technical issues that require advanced expertise. While they may step in to resolve escalated customer problems, much of their role involves mentoring support staff, coordinating training sessions, monitoring performance metrics, and optimizing support processes. Effective managers also collaborate closely with development teams to communicate recurring software issues and recommend improvements, ensuring both customer satisfaction and continuous product enhancement.

What are the key skills and qualifications needed to thrive as a software support manager, and why are they important?

To thrive as a Software Support Manager, you need strong technical knowledge of software products, troubleshooting expertise, and experience in customer service or IT support, often backed by a relevant degree. Familiarity with ticketing systems (like Zendesk or Jira), CRM platforms, and ITIL or similar certifications is typically required. Exceptional leadership, communication, and problem-solving skills set outstanding managers apart by enabling them to guide teams and resolve client issues effectively. These competencies are crucial for ensuring timely customer support, maintaining high client satisfaction, and leading a productive support team.

What is the difference between Software Support Manager vs Software Support Specialist?

AspectSoftware Support ManagerSoftware Support Specialist
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesProvides technical support, troubleshoots issues, assists customers directly
Required SkillsLeadership, communication, technical knowledge, problem-solvingTechnical troubleshooting, customer service, product knowledge
CertificationsITIL, CompTIA, relevant technical certificationsCompTIA A+, Microsoft Certified, product-specific certifications
Work EnvironmentOffice-based, team management, coordination with other departmentsCustomer support centers, remote or on-site troubleshooting

The main difference between a Software Support Manager and a Software Support Specialist lies in their scope of responsibilities. Managers oversee support teams and strategic planning, while specialists focus on direct technical support. Both roles require technical knowledge and certifications, but managers emphasize leadership and coordination skills.

Center Support Manager

Georgetown, DE • On-site

CHEER, Inc.
51 - 200 employees
Learn more about CHEER, Inc.external

$19/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 13 days ago

Job description

CENTER SUPPORT MANAGER - FULL TIME
SUMMARY DESCRIPTION
The Center Support Manager’s primary role is to act as a substitute for any position in a CHEER center when the regular staff is unavailable. Beyond this, they are tasked with understanding the unique operations of each center, collaborating with directors to standardize practices, enhancing center membership and utilization through effective networking and marketing, and extending center activities into after-hours. This multifaceted role ensures continuous leadership and fosters growth and consistency across all centers.
ESSENTIAL DUTIES amp; RESPONSIBILITIES:
This listing is representative of the duties and responsibilities of the position, but is not to be construed as all inclusive:
  1. Temporarily assume the role of any center staff as needed, managing daily activities and ensuring optimal care for clients.
  2. Regularly visit all CHEER centers to assist Center Directors, gaining an understanding of each center's unique operations and challenges.
  3. Collaborate with Center Directors to standardize activities, processes, and best practices across all locations.
  4. When not serving as an interim director, engage in proactive learning and support activities at various centers.
  5. Participate in strategic planning to improve overall center operations and client services.
  6. Utilize a company-provided vehicle for travel between centers.
  7. Additional duties as required, including supporting agency-wide events and initiatives.
  8. Actively increase membership and facility utilization by engaging in community networking and marketing activities.
  9. Promote CHEER centers and the organization through visible community presence and targeted marketing strategies.
  10. Collaborate with Center Directors to facilitate evening and weekend events across all centers, enhancing community engagement and center visibility.
  11. All essential Duties and Responsibilities of a Center Director when fulfilling that role.
  12. Contributes to team effort by performing other related duties as assigned or required.
CONTACTS:
Primary contacts include:
  • Clients / Members
  • Volunteers
  • Other Center Directors
  • Guest Speakers
  • General Public
MINIMUM REQUIREMENTS:
  1. Five years of relevant experience. (Education may be substituted for work experience, at the rate of one year of experience per 30 college credits.) Two years of supervisory experience.
  2. CPR, First Aid, and ServSafe Certification or ability to acquire certification within 3 months of hire.
  3. Valid driver’s license. Current Defensive Driving certificate or ability to obtain certification upon hire.
KNOWLEDGE, SKILLS amp; ABILITIES:
  1. Ability to operate computer/printer. Computer use is necessary for database software.
  2. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  3. Must be able to prioritize and have excellent time management skills.
  4. Must be able to multi-task in a fast-paced environment.
  5. Ability to write routine reports and correspondence.
  6. Ability to effectively present information in one-on-one or small group situations to Clients, vendors, Agency employees, and the public.
  7. Must be able to sit for long periods of time (up to two hours) to perform office work.
  8. Ability to solve practical problems and deal with a variety of situations.
  9. Ability to understand a variety of instructions furnished in written, oral, or diagram form.
  10. Ability to conduct interviews of a sensitive nature and maintain confidentiality.

REPORTING: This position reports directly to the Congregate Program Manager and then to the Nutrition Program Director
PRIMARY WORK LOCATION: Most duties and functions will be performed in an office environment although local travel to other CHEER locations is
WORK HOURS: M-F 8:00 a.m. – 4:30 p.m. with 30 minute mid-day break.
Extended work hours are periodically required to support programs and activities. Must be able to work occasional evenings and weekend hours.
EMPLOYMENT STATUS: Full-time; 40 hours/week, Non-Exempt
BENEFIT ELIGIBILITY: Regular full-time eligibility includes subsidized employee health insurance and a free primary healthcare program. 403(b) Retirement Plan with company match. Paid time off (PTO), based on hours worked and years of service. 11 paid holidays. Optional coverage available: dental, vision, AFLAC insurance, short-term disability insurance, and legal shield insurance at cost.
TO APPLY, please go to: https://www.cheerde.com/employment/
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