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Manager, Tech Support

General information

Location:

Maitland - Florida - USA

Function:

Customer/Technical Support

Ref #:

20210018546

Description & Requirements

Description

Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to the UKG Ready customer base. Oversee support resources in providing exceptional external customer product support and resolution in a fast paced, high volume environment. Manage dynamics of the daily operation by aligning resources, projects, and training to ensure customer satisfaction as well drive enhancements within the support center given company philosophies and direction.


Principal Responsibilities:

- Lead a team of highly engaged individuals tasked with providing front line Product Support to our Ready customer base.
- Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction.

- Coach for peak performance, help team members identify stretch goals and activities they target to grow toward them.

- Deliver feedback regularly in addition to leading performance reviews for direct reports

- Build and sustain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers.


- Utilize reporting and develop action plans to manage to key technical support metric targets.

- Provide high level customer satisfaction to the UKG Ready customer base to ensure current and future customer satisfaction by instilling confidence in the UKG Support organization

- Manage and facilitate satisfactory resolutions to customer’s service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively

- Prepare and present performance reviews for assigned direct reports.

- Participate in the interview and hiring process as well as an on-call rotation

- Prepare and implement enhancements within the support center given company philosophies and direction. Develop and execute programs targeted at maintaining a highly engaged and motivated workforce.

Qualifications

Qualifications
- The ideal candidate would have 3-5+ years experience managing an enterprise application/technical support team of approximately 10 employees
- Excellent customer focus, dedication to customer service, interpersonal, motivational, and managerial skills including the ability to manage conflict situations constructively.
- Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
- Works well in a team environment as an equal contributor, while promoting customer goodwill through positive attitude, performance, and professional demeanor.
- Professional communication skills, both written and verbal.
- HR, Payroll and/or Time and Labor domain experience preferred.
- Bachelor’s Degree preferred

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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