Software Support Manager
Job in
Salt Lake City, Salt Lake County, Utah, 84193, USA
Listed on 2026-08-21
Listing for:
Medical Priority Consultants Inc
Full Time
position Listed on 2026-08-21
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support, IT Support, Systems Administrator
Job Description & How to Apply Below
This opportunity is also eligible for benefits like health, dental, vision, pet, and legal insurances, PTO, holidays, 401K options with company contributions, and so much more! Don't let this opportunity pass you by!
Job Summary:
The Software Support Manager will have overall responsibility for the smooth and effective operation of the Software Support unit as well as excellent customer experiences both internal and external. This role leads support for customers using primarily on-premises software solutions and requires enough technical depth to guide escalations involving Windows workstations and servers, networking, firewalls, connectivity, virtualization, SQL databases, software installation, and troubleshooting customer environment configuration.
The Manager will proactively monitor electronic trouble ticket and telephone queues for adherence to unit targets, communicate with the Software Support Supervisor and Software Support Technical Engineer on a regular basis to provide guidance to the team, and communicate with and resolve escalated customer inquiries. This includes documenting the measures taken and applied solutions. This role operates on a hybrid work model based in Salt Lake City, Utah.
Responsibilities:
Serving as the primary escalation contact for the team members reporting to them, providing additional technical triage assistance and customer environment analysis
Works with the Software Support Supervisor to ensure consistency in service delivery in a 24/7 environment
Research and recommend new tools, processes, and support technologies to department management that will enhance the operational efficiency of the Software Support Team Communicates with and handles escalated customer inquiries
Complete employee evaluations and disciplinary actions
In cooperation with the Software Support Supervisor, create quality assurance measures aimed at increasing the accuracy and timeliness of the Software Support Team's work product
Monitor and manage team resources to ensure maximum phone and email coverage
Report and follow up on tasks that get escalated to QA and development
Ensure maintenance of customer-facing software downloads and release documentation
Oversee creation and maintenance of knowledge base documentation
Provide regular reports to the Senior Client Education Manager and the Client Operations Admin Team showing team performance over requested time frames
Assist Senior Client Education Manager with any other tasks and projects as assigned
Qualifications:
Experience troubleshooting current versions of Windows workstation and server software including; software installation and configuration issues, basic administration, services, event logs, user permissions, application errors, connectivity problems, etc.
Proven ability to learn new software and technology
Familiarity with SQL databases, Networking, Virtualization, load-balancing, and firewalls
Excellent communication skills (both verbal and written) are necessary
Ability to prioritize multiple assignments while meeting strict deadlines2+ years of customer service management experience in a technical setting is preferred for this role
Essential Job Functions:
Leadership essentials – hiring, interviewing, conflict resolution, performance review, talent management
Business writing
Customer Service – written and telephonic strategies for effective communication
Multi-tasking and management
Analytical review of processes
Problem-solving and relationship building
Effective communication with coworkers and customers
Project coordination across departments
Physical and Other Requirements:
This is a typical office job that requires the ability to sit for long periods of time at a desk while occasionally moving, standing, and walking.
Requires use of arms, hands, or fingers, in handling or manipulating objects, or operating equipment, tools, and instruments requiring fine eye-hand coordination.
Occasionally requires repeated bending, crouching, stretching, or…
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