Manager of Support
Full Job Posting
Essential Tasks
Lead a team of analysts supporting a large user environment across hundreds of sites around the world
Manage the team towards a dedicated customer service focus
Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and yearly metrics, with the goal of driving quality and continuous improvement
Administrative duties for handling work schedules
Oversees follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe
Interacts with business operations and leadership, business analysts, IT services, engineering, integration and/or applications development to restore service and/or identify and correct core problems
Assists with planning, coordination and execution of projects, work assignments and workloads for Support personnel, ensuring adherence to established policy and procedures.
Develops and continually updates training material for new and existing support staff
Responsible for performing quarterly performance reviews for the analysts
Leverage AI-enabled tools and analytics to enhance decision-making, improve efficiency, and drive measurable business outcomes when appropriate
Apply sound judgment and ethical standards when using AI, ensuring accuracy, data privacy, and responsible human-in-the-loop oversight
Preferred Skills & Experience
- Bachelor's Degree in Computer Science or related field
- Approx. 8+ total years working experience in the technical support field
- 3+ years leading an IT or Support team in multi-tiered environment.
- Experience with building a service-oriented organization, developing and implementing policies, procedures and work instructions
- Understanding of incident, problem, request, change, and knowledge management
- Excellent communication and interpersonal skills
- Excellent client service skills in a demanding, deadline-driven environment
- Experience working with enterprise company software and infrastructure, especially as it relates to the field of Higher Education
- The base pay range for this position is $85,000-$100,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an incentive plan as well as a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
Benefits
- Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance
- Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.
Please Note: Jenzabar does not sponsor applicants for work visas.
Electronic Monitoring Notice:
Job applicants are advised that Jenzabar reserves the right to monitor, access, review, and disclose electronic activity conducted on Company‑owned devices, networks, and systems, as well as activity involving Jenzabar applications or accounts accessed on personal devices. Monitoring may include email, messaging, internet usage, files, applications, and other electronic communications or data, and is performed for security, compliance, and operational purposes.
About Jenzabar
Private higher-education software and services company serving colleges and universities with ERP, SIS, cloud, and enrollment solutions.
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