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<p>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.<br>
</p>
<p><a class="moz-txt-link-freetext" href="http://www.govdelivery.com/techsupp_mgr.php">http://www.govdelivery.com/techsupp_mgr.php</a><br>
</p>
<p>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.</p>
<p>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.</p>
<p>The Technical Support Manager reports directly to the Director of
Operations and manages a staff of two Technical Support Specialists.</p>
<p><strong>Responsibilities</strong></p>
<ul type="disc">
<li>Primary holder of the SLA for GovDelivery production software</li>
<li>Manage a group of Support Engineers that provide second and
third-level technical support for GovDelivery production software</li>
<li>Incident Management</li>
<li>Release Management</li>
<li>Must understand at a technical level all GovDelivery production
software</li>
<li>Employee performance management and coaching</li>
<li>Create custom reports and SQL to fulfill customer requests</li>
<li>Provide detailed bug and enhancement requests to the Development
Team</li>
<li>Manage and participate in rotating on-call application support</li>
</ul>
<p><strong>Requirements</strong></p>
<ul type="disc">
<li>Minimum 2 years of experience managing a Technical Support group</li>
<li>Ability to make leadership decisions quickly and efficiently in a
deadline-oriented environment</li>
<li>Degree in Computer Science or related field (4 yrs) or equivalent
experience</li>
<li>Must have proven organizational (time management and
prioritization) skills</li>
<li>Excellent oral (phone and direct) and written (email and
traditional) communication skills are required</li>
<li>Attention to detail and follow-up / coordination skills</li>
<li>Experience working with the UNIX command line</li>
<li>Experience in advanced HTML methods</li>
<li>Experience working with Oracle or SQL</li>
<li>Self starter</li>
</ul>
<p><span class="text"><strong>Additionally, the right candidate for
this position will likely meet most or all of the following requirements</strong></span>
</p>
<ul type="disc">
<li>Experience working with enterprise SaaS or web-hosted software</li>
<li>Experience with email technologies on the server and client side</li>
<li>Experience with scripting languages in UNIX</li>
<li>Experience with a ticketing system such as SalesForce or a bug
system</li>
<li>Experience in the Java or Ruby programming languages</li>
</ul>
<br>
-- <br>
<span style="font-size: 12pt; font-family: Calibri; color: black;">Torleiv
Flatebo | Director of Operations
</span><br>
<span style="font-size: 10pt; font-family: Calibri;">
<font color="red">Gov</font>Delivery, Inc.
</span><br>
<span style="font-size: 10pt; font-family: Calibri; color: gray;">
408 St. Peter St, Ste 600 | St Paul, MN 55102
<br>
651.379.6226 or 866.276.5583 ext. 226
</span><br>
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