Technical Support Supervisor

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Jury duty should be painless for jurors and for anyone on the court staff who is a part of the process. That’s why we’ve built a jury management solution with capabilities that make the entire process as streamlined and efficient as possible, providing an easy experience for everyone involved. Our carefully designed jury management solution takes the pain out of being a part of the jury process for court staff and prospective jurors.

Tyler Jury Manager is the powerful, easy-to-use platform that helps jury clerks and court executives maximize time and effortlessly manage every aspect of the jury process from start to finish. For clerks, we’ve simplified numerous repetitive tasks and streamlined processes, so they can focus on the people and work that need the most attention. Court executives can get powerful insights and data to help them better understand their court’s jury operations and focus on high-priority tasks that’ll increase efficiency for their court.

We're looking for someone to supervise day-to-day operations of support. Set and achieve standards to ensure our customers are receiving responsive and complete technical support services. Leading, supervising, monitoring, assigning tasks, training, evaluating work, monitoring attendance and training support staff to ensure they are following all policies and procedures.

Responsibilities

  • Monitor support teams unassigned queue and assign tasks to team members, ensuring a balanced workload across the team
  • Provide leadership and technical guidance to support team members regarding support functions
  • Attend and contribute to weekly team meetings, review outstanding issues, support trends and upcoming projects
  • Handle problem recognition, research, isolation, resolution and follow-up for routine users’ issues
  • Manage support cases in a timely fashion
  • Organize monthly training talks to reduce support volume

Qualifications

  • Leadership experience managing cross-functional teams and influencing senior level management
  • Bachelor’s degree in Computer Science
  • Excellent performance leadership experience, mentorship, and the ability to provide growth opportunities for staff members
  • Expert knowledge of established systems infrastructure and system/application logging related to their position and technology base
  • Ability to write technical instructions in the administration of systems and/or systems modifications
  • Previous system administration or service desk leadership experience strongly preferred
  • Experience supporting, and monitoring network systems, servers or storage

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Vancouver, BC

Travel

0-5%

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Requisition Number:2021-582

Tyler Technologies is proud to be an affirmative action / 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, 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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