Sr. Manager Software Support - TX or WI

City/State

Location US/Carrollton, TX or Watertown, WI

Department Engineering Management

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=9326)

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

ROLE PURPOSEWe are seeking a highly skilled and experienced Senior Manager of Software Support to lead and manage all aspects of our software support operations. This role will oversee Recon, Database Management, Remote Configuration, Software Deployments, and Software Support for both customers and technicians. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering exceptional customer service.

MAIN RESPONSIBILITIES

Leadership & Management:

• Lead and manage the software support team, providing guidance, mentorship, and performance evaluations.

• Develop and implement strategies to improve software support processes and customer satisfaction.

• Collaborate with cross-functional teams to ensure seamless integration and support of software solutions.

• Defines and maintains departmental metrics for all reporting teams.

• Conveys complex concepts to all levels of leadership both internally and externally.

Software Support:

• Oversee all aspects of software support, including troubleshooting, issue resolution, and escalation management.

• Ensure timely and effective support for customers and technicians, maintaining high standards of service quality.

• Develop and maintain comprehensive documentation for software support procedures and best practices.

Recon & Database Management:

• Manage and support Recon, ensuring accurate and efficient reconciliation processes.

• Oversee database management activities, including database design, maintenance, and optimization.

• Ensure data integrity, security, and availability across all software systems.

Remote Configuration:

• Lead remote configuration efforts, ensuring proper setup and configuration of software solutions for customers.

• Develop and implement remote configuration protocols and procedures to enhance efficiency and accuracy.

• Provide training and support to technicians on remote configuration processes.

REQUIRED EDUCATION AND QUALIFICATIONSEducation Level: Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent work experience.Qualifications:

• Minimum of 7 years of experience in software support, with at least 3 years in a managerial role.

• Strong technical knowledge of software support, Recon, database management, and remote configuration.

• Excellent leadership and team management skills, with a proven track record of leading high-performing teams.

• Exceptional problem-solving and analytical skills, with the ability to handle complex technical issues.

• Strong communication and interpersonal skills, with the ability to interact effectively with customers, technicians, and cross-functional teams.

• Experience with software support tools and systems, such as ticketing systems, remote support tools, and database management software.

REQUIRED SKILLS AND COMPETENCIES

• Strong leadership skills, with the ability to motivate and guide a team.

• Experience managing customer expectations and deadlines is highly desired.

• Strong technical knowledge of Glory systems, devices, and associated software.

• Advanced problem-solving skills in support of company and customer initiatives.

• Strong organizational skills.

• Communication Skills:

• Presentation Skills: Ability to deliver engaging and informative data to various audiences.

• Confidence: Speaking confidently in front of groups regardless of size.

• Efficiency: Streamlined communication to save time and reduce misunderstanding.

GLORY SPIRITS The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation- strive to create value for customersSelf-Starter- understand the objectives of your own work and are proactive in achieving goalsCollaboration- respect diversity and create a culture of collaboration to work with each other to achieve a common goalIntegrity- understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethicsOwn Growth- leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

An Equal Opportunity / Affirmative Action Employer / An E-Verify EmployerIt is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

Third Party Agencies Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

Physical Demands and Work Environment StatementWhile performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee frequently is required to stand; walk; stoop, crawl, use hands to finger, handle or feel; and reach with hands and arms. Lifting of up to 25 pounds is required.This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopies, and filing cabinets. Testing is conducted on representative models of cash handling products.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf