Software Support Manager jobs in Southfield, MI

Software Support Manager oversees software support staff. Manages department budget to ensure goals are met. Being a Software Support Manager establishes and maintains relationships with engineering and software development. Provides advanced troubleshooting skills to resolve technical problems. Additionally, Software Support Manager researches, reports and corrects any quality assurance issues. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Software Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Software Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. (Copyright 2024 Salary.com)

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EPI Manager, Global Support - Eastern Time Zone, Virtual, United States
  • WorkForce Software
  • Livonia, MI OTHER
  • * Candidates for this role must reside in the Eastern time zone. 


    About Us

    WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.


    Over one thousand organizations with more than 4 million users in over 80 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.


    The Escalation, Problem & Incident Manager is a customer-focused role responsible for world-class escalation, problem & incident management process. The EPI Manager will oversee the resolution and restoring major incidents, completing root cause analysis, analyzing trends, and ensuring appropriate communication at both a technical and executive level.  Ultimately, an outstanding EPI Manager should excel at multitasking and remain judicious during major incidents.


    Responsibilities

    • Serves as the primary point of contact for global teams on complex or escalated problems or issues.
    • Overseeing the incident management process and team members involved in resolving the incident.
    • Lead incident response and minimize service downtime
    • Drive improvements to incident and operational playbooks
    • Record, interpret, and summarize incident data to draw incident insights and trends
    • Lead discussions with service owners to seek ways to reduce incident impact duration
    • Facilitate incident review meetings and ensure accurate documentation of the incident.
    • Write executive summary of the incidents for leadership reporting up to COO level.
    • Responding to a reported service incident, identifying the cause, and initiating the incident management process.
    • Prioritizing incidents according to their urgency and influence on the business or impact to the customer.
    • Adjusting the incident management process as required to ensure its effectiveness.
    • Communicating with upper management if major issues are found within the customers environment.
    • Facilitates communication and escalation across departments and possibly the entire organization driving incidents to complete resolution
    • Ensures appropriate leadership communication during critical issues.
    • Document incidents so that root cause analysis and impact analysis can be more easily performed following resolution.
    • Track and analyze trends of escalated issues highlighting and accounting for areas of risk.
    • Provide an overview as needed to customers as the incidents are on-going
    • Tracks post-incident RCA progress and ensuring that RCA delivery SLA’s are met
    • Track action item delivery by global engineering teams to ensure they are completed in agreed upon timeframes.
    • Run post incident Problem Management processes through to closure ensuring no repetition of impact


    Requirements

    • 3 years of experience in a 24x7 high availability environment managing major incidents including infrastructure and applications.
    • Experience in handling an incident response or crisis management role
    • Excellent listening, verbal, and written communication skills
    • Attention to detail and a commitment to delivering high-quality results
    • Strong analytical and problem-solving skills
    • Proven track record at performing well in a fast-paced dynamic environment by working with tight deadlines and changing priorities; is flexible and resilient
    • Proven ability to identify resource needs and escalate functional, quality, and timeline issues appropriately.
    • Familiarity with incident management and change management processes.
    • ITILv4 Certification & experience working in a SaaS environment
    • Capable of studying data and trends to identify opportunities for growth and scalability
    • Experience with business applications and Microsoft Office Suite. 
    • Background in HR, Payroll, or Time & Attendance preferred 

     

    Desired Skills

    • Experience using Salesforce, Jira, Slack
    • Experience in Incident Communications or Executive Communications is a plus
    • Self-starter with an outstanding ability to problem-solve, influence others, and manage relationships


    Travel

    • 0-10%

     

    Education

    • Bachelor’s degree or equivalent experience


    Why You Should Join the WorkForce Team?

    • Unlimited PTO
    • Flexible Hours / Work from Home Policy
    • 401k with Company Match
    • Performance Bonus
    • Career Development and Training – Be the CEO of your career!
      • Company paid LinkedIn Learning subscription.
    • Diversity, Equity, and Inclusion Initiatives including committees such as:
      • Women for Inclusion
      • Age: Unity Beyond Years
      • Racial Equality/Discrimination
      • Mental and Physical Ability
      • WorkForce Pride Network
      • Global Perspectives
      • Band of Veterans
    • Health and Wellness / Gym Reimbursement
    • Full Comprehensive Health Benefit Package
    • Parental Leave
    • Community Outreach Programs and Charitable Support


    This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

     

    To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.


    WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

     

    WorkForce Software is an Equal Opportunity Employer.

  • 7 Days Ago

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Software Manager - MarketPlace Engineering
  • OneStream Software
  • Rochester, MI FULL_TIME
  • DescriptionSoftware ManagerRemote, USA OneStream Software LLC Benefits Offered Vision, Medical, Life, Dental, 401KEmployment Type Full-TimeCompensation $130,000.00 - $170,000.00 (Range applies to US c...
  • 19 Days Ago

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Technical Project Manager (Siemens Software)
  • Siemens Digital Industries Software
  • Troy, MI FULL_TIME
  • General Description: DISW is making an investment to continuous improvement and in 2020, formed a special team to address cross product and quality control improvement initiatives. This Project Manage...
  • 9 Days Ago

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Technical Support Engineer
  • OneStream Software
  • Rochester, MI FULL_TIME
  • DescriptionTechnical Support EngineerRemote, USA OneStream Software LLC Benefits Offered Vision, Medical, Life, Dental, 401KEmployment Type Full-TimeCompensation Range $63,000.00 - $82,000.00 (Range a...
  • 1 Month Ago

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Technical Support Engineer - Weekend
  • OneStream Software
  • Rochester, MI FULL_TIME
  • DescriptionTechnical Support Engineer - Weekend ShiftRemote, USA OneStream Software LLC Benefits Offered Vision, Medical, Life, Dental, 401KEmployment Type Full-TimeCompensation Range $63,000.00 - $82...
  • 1 Month Ago

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Solution Network Program Manager
  • OneStream Software
  • Rochester, MI FULL_TIME
  • Description Solution Network Program Manager Remote, USA OneStream Software LLC Benefits Offered Vision, Medical, Life, Dental, 401KCompensation Range $100,000.00 - $130,000.00 (Range applies to US ca...
  • 6 Days Ago

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0 Software Support Manager jobs found in Southfield, MI area

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z/VM Systems Programmer
  • Calibro Corporation
  • Southfield, MI
  • JOB DESCRIPTION: Contract, Fully Remote Bilingual Candidate- excellent proficiency in Spanish/English An IBM z/VM, z/VSE...
  • 3/28/2024 12:00:00 AM

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Senior Business Analyst
  • Expert In Recruitment Solutions
  • Southfield, MI
  • Must be local to MI within 40-45 miles from Tory Hybrid 2 days onsite a week Need Atleast 4-5 years of banking domain ex...
  • 3/28/2024 12:00:00 AM

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Sr. Software Engineer TECHM-JOB-28980
  • Keylent
  • Southfield, MI
  • Sr. Software Engineer TECHM-JOB-28980 Location: Southfield, MA Skill: AUTOSAR Integration To perform activities associat...
  • 3/28/2024 12:00:00 AM

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Data Services Junior Developer - Remote
  • Crum & Forster
  • Southfield, MI
  • Crum & Forster Company Overview: Crum & Forster (C&F) with a proud history dating to 1822, provides specialty and standa...
  • 3/27/2024 12:00:00 AM

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System Engineer
  • Optomi
  • Southfield, MI
  • Systems Engineer Optomi, in partnership with one of our premier clients, is seeking a Systems Engineer to join their tea...
  • 3/27/2024 12:00:00 AM

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Systems Administrator
  • Automotive Credit Corporation
  • Southfield, MI
  • Job Description Job Description Job Summary As a member of the IT Team, day to day operations will include identifying a...
  • 3/27/2024 12:00:00 AM

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Software Automation Commissioning Leader
  • Comau LLC
  • Southfield, MI
  • Our Values reflect who we are and how we work and we value our employees. At Comau LLC, our employees enjoy working in a...
  • 3/25/2024 12:00:00 AM

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Software Engineer - Rockwell
  • G-TECH
  • Redford, MI
  • Position Description: Factory Technology Solutions - IIoT Software Development Engineer Position Duties Provide a strong...
  • 3/24/2024 12:00:00 AM

Southfield is a city in Oakland County of the U.S. state of Michigan. It is a northern suburb of Detroit. As of the 2010 census, the city had a population of 71,739. A part of Metro Detroit's upscale office market, the city's marque is a cluster of five golden skyscrapers – known as the "Golden Triangle" – that form the contemporary 2,200,000 square feet (204,400 m2) Southfield Town Center office complex with a Westin Hotel and a conference center. In addition, a 33-story luxury residential high-rise is separate from the complex. To the west, near the confluence of I-696/Reuther Freeway and M...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Software Support Manager jobs
$116,884 to $165,644
Southfield, Michigan area prices
were up 1.2% from a year ago

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