Supervisory Team Lead

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The Supervisory Team Lead serves as a front-line leader within Tyler Technologies' Support Department, reporting directly to the Support Manager while maintaining collaborative relationships with senior management. This role is responsible for leading a team of support specialists in delivering exceptional customer service for Tyler's software solutions. The position requires balancing operational excellence with team development, ensuring both individual and departmental goals are achieved while maintaining Tyler's commitment to customer satisfaction and continuous improvement. 

 

Location

Plano, Texas

Responsibilities

  • Lead and supervise a team of software support specialists, including oversight of daily schedules, workload balancing, time off requests, and facilitating team meetings to promote collaboration and consistent service.
  • Regularly monitor case and ticket handling by team members to ensure adherence to departmental standards, service level agreements (SLAs), and exemplary customer service practices.
  • Deliver ongoing coaching and constructive feedback for team members. Identify individual and team skill gaps and coordinate upskilling as needed.
  • Assess current department workflows and support processes. Recommend and implement improvements to increase efficiency, reduce response and resolution times, and enhance overall customer satisfaction.
  • Serve as the primary point of contact for non-routine or escalated customer issues that require action outside of standard procedures, ensuring timely and appropriate resolution in collaboration with internal resources as needed.
  • Act as a liaison between the support team and specialized groups, ensuring relevant resources and support are leveraged for the frontline team.
  • Ensure adherence to Tyler’s support policies, security protocols, and relevant industry regulations (such as data privacy or confidentiality requirements). Oversee and audit ticket documentation for completeness and accuracy.
 

Qualifications

  • Bachelor’s degree in a related field (such as Information Technology, Business Administration, or a similar discipline), or an equivalent combination of education and relevant professional experience.
  • Three to five years of experience in customer service or technical/software support, with a demonstrated understanding of support center operations and client relations.
  • At least one year of experience in a leadership, supervisory, or team lead capacity, including direct oversight of staff, management of escalated client issues, and responsibility for team performance and development.
  • Demonstrated ability in monitoring key performance indicators, analyzing operational data, and generating reports to inform decision-making and support continuous improvement initiatives.
  • Successful track record in resolving escalated customer or client issues with professionalism and composure.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Taking Care of You & Your Family

Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

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Requisition Number:2025-7641




Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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