Support Manager - Utilities

JOB TITLE: Technical Support Manager - Utilities
FLSA STATUS: Exempt
DEPARTMENT: Enterprise Solutions Technical Support
REPORTS TO: VP Enterprise Solutions Support
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Remote (US Based)
TRAVEL: Up to 25%

ESSENTIAL DUTIES & RESPONSIBILITIES:
• Provides leadership by overseeing work quality, training, instructing, and scheduling work.
• Position has direct supervisory, leadership and mentoring responsibilities for all Utilities 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, maintenance and software upgrades in
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 Utilities Support team and
makes budgetary recommendations to management.
• Assists technical support team in resolving non-routine, complex or escalated support issues.
• Monitors technical support activity and makes recommendations for changes in procedures and
systems software/hardware to management.
• 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 and software
implementations/projects or support.
● Worked in the utility industry with experience with CIS / Billing and MDM systems.
● Excellent communication (written and oral) and interpersonal skills.
● Ability to continue education on structured methodologies such as FADE, SDLC, Agile, and other best
practices.
● Desire to learn new technologies and utility business practices.