Support Manager

Jenzabar

. Lead a team of analysts supporting a large user environment across hundreds of sites around the world .

Posted 9/25/2026full-timeRemote • United StatesSeniorLead💰 $85,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing IT support teams, with a focus on customer service and metrics-driven performance. Proficient in developing policies and procedures while ensuring adherence to established standards in a multi-tiered support environment.

Highest-signal resume keywords

Team LeadershipCustomer Service FocusMetrics-Driven CultureIncident ManagementPolicy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ManagementProblem ManagementRequest ManagementChange ManagementKnowledge ManagementPerformance ReviewsTraining DevelopmentProject CoordinationAI-Enabled Tools

Soft Skills

Excellent CommunicationInterpersonal SkillsClient Service Skills

Tools & Technologies

Enterprise SoftwareIT InfrastructureAnalytics Tools

Certifications & Qualifications

Bachelor's Degree in Computer Science

Industry Keywords

Higher EducationService-Oriented OrganizationAdministrative DutiesWork Instructions

About the role

Key responsibilities & impact

Lead a team of analysts supporting a large user environment across hundreds of sites around the world
Manage the team toward a dedicated customer service focus
Build a metrics-driven culture and produce daily, weekly, monthly, quarterly, and yearly metrics
Handle work schedules and other administrative duties
Oversee customer follow-ups to ensure inquiries are resolved within contracted or agreed-upon timeframes
Interact with business operations and leadership, business analysts, IT services, engineering, integration, and/or applications development to restore service and identify or correct core problems
Assist with planning, coordination, and execution of projects, work assignments, and workloads for Support personnel
Ensure adherence to established policies and procedures
Develop and continually update training materials for new and existing support staff
Perform quarterly performance reviews for analysts
Leverage AI-enabled tools and analytics to enhance decision-making, improve efficiency, and drive measurable business outcomes when appropriate
Apply sound judgment and ethical standards when using AI, ensuring accuracy, data privacy, and responsible human-in-the-loop oversight
Report to the Director of Support

Requirements

What you’ll need

Bachelor's Degree in Computer Science or related field (preferred)
Approx. 8+ total years working experience in the technical support field
3+ years leading an IT or Support team in multi-tiered environment
Experience with building a service-oriented organization, developing and implementing policies, procedures and work instructions
Understanding of incident, problem, request, change, and knowledge management
Excellent communication and interpersonal skills
Excellent client service skills in a demanding, deadline-driven environment
Experience working with enterprise company software and infrastructure, especially as it relates to the field of Higher Education
Jenzabar does not sponsor applicants for work visas
Applicants may be subject to electronic activity monitoring on company-owned devices, networks, systems, applications, and accounts

Benefits

Comp & perks

Medical Insurance
Life Insurance
Dental Insurance
Vision Insurance
PTO
Paid Parental Leave
Paid Holidays
Short Term Disability
Long Term Disability
401K
Educational Assistance
Incentive plan
Full range of benefits