UKG Support Supervisor

Job Title

UKG Support Supervisor

The UKG Support Supervisor will manage a support team that assists end‑users of the UKG Pro Workforce Management (WFM) application.

Success requires a robust understanding of workforce management, payroll and timekeeping principles, and advanced knowledge of the UKG Pro WFM application. The supervisor leads the team and collaborates with stakeholders.

The UKG Support Supervisor will lead a team of 1–5 support consultants, ensuring they succeed and the organization has qualified resources for end‑user support. The supervisor acts as the escalation point for complex issues and configuration requests.

• Provide advanced‑level knowledge of the core functionality and supporting modules of UKG Pro WFM.
• Lead the support team in troubleshooting, configuration, and resolution of reported issues and configuration requests.
• Manage direct reports: work assignments, timesheet approvals, performance management, goal setting, and regular feedback.
• Serve as the immediate escalation point for issue resolution.
• Monitor support team performance to deliver quality and efficient support service.
• Understand and adapt to team member needs, providing mentorship, knowledge transfer, and feedback.
• Create, monitor, and deliver Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); provide regular reporting to leadership on ticket volume, service levels, and priority levels; evaluate the system holistically to identify and mitigate patterns.
• Report directly to the Senior Corporate Solutions Manager (UKG Pro WFM), perform additional tasks, and support special projects as assigned.

• 2+ years proven leadership experience and extensive knowledge of the UKG suite of tools.
• 3+ years experience in Workforce Management systems configuration, development, and support.
• 2+ years experience implementing or supporting UKG Pro WFM solution, managing complex solutions.
• Ability to work on complex, fast‑paced tasks in a collaborative setting.
• Capable of handling issue escalation, understanding client needs, and tailoring solutions to meet those needs.
• Excellent written and verbal communication skills, adapting style to different audiences.
• Strong work ethic, dependability, commitment to success.
• Ability to analyze complex data, summarize findings, and present results to business audiences.
• Continuous learning mindset with positive attitude toward feedback and ongoing training.

• UKG Pro WFM application certification with relevant industry experience.
• Experience in IT Service Management.
• Experience leading a help desk environment, with expertise in IT ticket management.

Base salary range: $89,250.00 – $, adjusted for location, experience, and bargaining agreements. The company will not pay less than minimum wage for this role.

Eligible employees may enroll in benefit programs including health, vision, and dental insurance; flexible spending accounts; health savings accounts; retirement savings plans; life and disability insurance; and paid and unpaid time away from work.

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with ADAAA, if you have a disability and would like to request an accommodation, please call 1‑888‑365‑5406 or email  Refer to the job title and location when contacting.