Support Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $85k - $100k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Jenzabar

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

📚 Education

☁️ SaaS

🏢 Enterprise

💰 $60M Private Equity Round on 2000-04

Education • SaaS • Enterprise

Jenzabar is a leading provider of software and services dedicated to higher education institutions. The company's flagship product, Jenzabar One, is a unified cloud platform designed to streamline campus operations and enhance student success. Jenzabar offers a comprehensive suite of solutions including student information systems (SIS), analytics, eLearning, financial management, recruitment, retention, and human capital management tailored specifically for colleges and universities. The company's innovative products empower educational institutions to improve efficiency, engage students, and drive institutional growth.

📋 Description

• 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

• 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

• 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