Manager of Technical Support Services

Company: Symplicity Corporation
Location: Arlington
Posted on: November 21, 2022

Job Description:

Manager of Technical Support Services oversee the assignment and management of all bugs for their assigned products. They work with the Tech Lead to create developer schedules that make optimal use of staff resources. Their overall responsibility is to ensure that bugs are resolved within appropriate time frames to meet both internal guidelines and insure client satisfaction. - - General Information - Acts as a help resource for system technical knowledge. - Overall responsibility for ensuring that bugs are resolved within appropriate timeframes to meet internal guidelines and to insure client satisfaction. - Serves as a member of the product development team to review and suggest new features and system enhancements. - - Issue Management - Reviews all bugs submitted by support staff. - Establishes priority levels and assigns bugs to developers. - Returns incorrectly escalated issues to support staff. - Disseminates issue correction information to support staff to help insure that errors aren't repeated. - Triage all escalated CSM bugs and assign to appropriate teams (currently there are 5 separate teams working on issues). - - Development Team Management - Manages the agile development process - Manages the ranking of issues in the dev queue. - Acts as liaison between developers and the Manager of Client Support Services communicate information. - Coordinates efforts with project tech lead(s) to permanently address global bugs and fix underlying issues. - Assists with quality assurance testing for product updates and for day-to-day bug fixes as needed. - - Serve as the product owner for CSM bugs and the RAID scrum team. - Prioritize and groom stories for developers to fix bugs - Participate in daily scrum calls - Lead weekly grooming/estimating meeting for review and estimating of all issues to be handled that week - - Support Team - Works with the Manager of Client Support Services to distribute ad-hoc information to support staff with regard to global bug handling and ticket resolutions. - - Staffing - Involved in assisting in interviewing and hiring processes as necessary. - Train incoming support staff on troubleshooting and issue escalation - - Reporting - Collects and communicates the development team's performance statistics for productivity and client feedback on a weekly, monthly, and annual basis. - Assists the Manager of Client Support Services with the development of standardized reports. - Submit weekly outstanding bugs report to Craig and Jay - Track monthly bug resolves, submissions, and progress - Notify Craig and Jay of issues affecting high priority clients. Work toward quick resolution of issues for those clients. (put out fires ) About Symplicity -Symplicity is the market leader in employability solutions. We help companies find talent, we help Higher Ed bridge the skills gap and we help recent college graduates launch their careers. Used by over 30 million students worldwide, our comprehensive suite of products touches the full life cycle of a student. From admission to alumni engagement, Symplicity's products cover career services, advising, student conduct, campus life as well as housing & residence life. -Symplicity is proud to be an equal and diverse Employer. EEO/AAP/M/F/Disabled/Veteran. Please note: employment with Symplicity is contingent on successful completion of background check.

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