Technical Support Manager, Payroll Tax Platform

Employer Industry: Business Process Outsourcing (BPO) for HR, Payroll, and Finance

• Opportunity for career advancement and growth within the organization
• Supportive and collaborative work environment
• Chance to work with innovative technology and enhance support efficiency
• Engage in a values‑based culture that rewards innovative thinking and fresh perspectives
• Direct supervisory responsibility for a team, fostering leadership and development

• Execute comprehensive communication plans for support operations, ensuring aligned service delivery across teams
• Mentor and improve technical and customer service skills of team members, ensuring continuous development
• Manage incident triage processes to prioritize, elevate, and resolve platform issues while maintaining customer communication
• Oversee job monitoring and system health surveillance for payroll tax platforms to identify performance issues proactively
• Lead customer ticket support operations, ensuring timely resolution and customer satisfaction

• Bachelor's degree in Computer Science, Information Technology, or related technical field
• 8+ years of technical support experience with a focus on enterprise applications, preferably in payroll, tax, or financial services
• 5+ years of application support experience, including job monitoring and customer ticket resolution
• 3+ years of management or team leadership experience, responsible for staff development and performance management
• Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and troubleshooting

• ITIL certification or equivalent service management credentials
• Advanced experience with application performance monitoring tools such as New Relic or App Dynamics
• Scripting and automation skills in Power Shell, Python, or similar languages
• Experience with AI tools for support enhancement including automated ticket routing
• Leadership development training or certification focusing on performance management and coaching methodologies

#Business Process Outsourcing  #Technical Support #Career Opportunity #Innovative Culture #Leadership Development

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