Note: This position is perfect for someone who has been on the Operations side, but wants more human interaction, or someone who has been on the Support/Tech Sales track, but wants more income potential or technical exposure. Regardless, the person who fills this position will be extremely motivated and client-focused. Also, I am the hiring manager, you can contact me directly. http://www.govdelivery.com/techsupp_mgr.php GovDelivery is seeking a highly-motivated individual to lead its Technical Support Group in providing outstanding second-and third-level customer support. The Technical Support team operates as a single point of contact for the company to understand and communicate any issues in the GovDelivery production environment. This group primarily operates as a bridge between Client Services and Operations and Development, managing any production incident, defect list, production releases and successful operation of GovDelivery production software. The successful applicant will be assertive and responsible, capable of managing multiple projects and priorities, and have experience delegating and monitoring the work of others. The Technical Support Manager reports directly to the Director of Operations and manages a staff of two Technical Support Specialists. *Responsibilities* * Primary holder of the SLA for GovDelivery production software * Manage a group of Support Engineers that provide second and third-level technical support for GovDelivery production software * Incident Management * Release Management * Must understand at a technical level all GovDelivery production software * Employee performance management and coaching * Create custom reports and SQL to fulfill customer requests * Provide detailed bug and enhancement requests to the Development Team * Manage and participate in rotating on-call application support *Requirements* * Minimum 2 years of experience managing a Technical Support group * Ability to make leadership decisions quickly and efficiently in a deadline-oriented environment * Degree in Computer Science or related field (4 yrs) or equivalent experience * Must have proven organizational (time management and prioritization) skills * Excellent oral (phone and direct) and written (email and traditional) communication skills are required * Attention to detail and follow-up / coordination skills * Experience working with the UNIX command line * Experience in advanced HTML methods * Experience working with Oracle or SQL * Self starter *Additionally, the right candidate for this position will likely meet most or all of the following requirements* * Experience working with enterprise SaaS or web-hosted software * Experience with email technologies on the server and client side * Experience with scripting languages in UNIX * Experience with a ticketing system such as SalesForce or a bug system * Experience in the Java or Ruby programming languages -- Torleiv Flatebo | Director of Operations GovDelivery, Inc. 408 St. Peter St, Ste 600 | St Paul, MN 55102 651.379.6226 or 866.276.5583 ext. 226 -------------- next part -------------- An HTML attachment was scrubbed... URL: http://mailman.mn-linux.org/pipermail/tclug-jobs/attachments/20100414/76829b89/attachment.htm