Platform Support Manager

What You'll Do

Manage the daily operations of the department. Evaluate performance, hold direct reports accountable and address any issues appropriately. Hire, promote and performance-manage as needed. 

Provide white glove customer service to our external partners and internal users. Develop and automate workflows to improve user experience.

Develop and identify improvements to current processes that improve productivity and quality of the team.

Work with management to establish department goals and objectives. Detail steps to achieve objectives and delegate tasks appropriately. 

Develop and monitor team KPIs. Run, monitor and analyze reports and provide updates to leadership. Implement related improvements as suggested by data and knowledge of challenges. 

Build and maintain relationships with internal and external key stakeholders. Maintain regular communication with Product & Development teams and create a release-centric support structure.

Escalate issues to the appropriate product and development teams. Follow the incident management process to escalate issues. Take ownership of communication to the business and provide high level support during incidents.

Utilize information repositories, team resources, and product release documentation to ensure that account administration and technical support stays consistent, timely and progressive for users. 

Collaborate, communicate and understand business needs with management, Product, and Development teams. Utilize resources to add enhancements and improvements based on issues that have been raised and best practice. 

Take a proactive approach to expanding the team’s knowledge and output. Seek opportunities to resolve pain points amongst stakeholders and continue to find ways to provide better service to our internal and external customers.

Develop and maintain a team training program, including training documents and materials. Train new hires and team on updated processes, regulations and requirements. Provide continuous training allowing growth within your team.

Qualifications

Bachelor’s degree in Computer Science, or related field.

6+ years of platform support and/or related technical experience.

2+ years of management and/or project leadership experience.

Experience in a multi-faceted, enterprise SaaS solution, preferred.

Excellent written, presentation, and communication skills and ability to articulate complex processes to key business leaders.

Some knowledge of programming languages preferred (SQL, Java, HTML).

Detail-oriented and strives for continuous improvement.

Ability to problem solve unique & complex issues, both independently & collaboratively.

Ability to build positive and productive working relationships across a variety of teams and partners.

Ability to organize, plan, and prioritize team resources.

Supervisory Responsibility

This position will manage the Platform Support Team, which is inclusive of Platform Support Engineers.

The Perks of Working With Us

Take advantage of excellent benefits, including medical, dental, vision, life, and disability coverage.
Invest in your future with our matching 401(k) program.
Build relationships and take part in learning opportunities through our Employee Resource Groups.
Enjoy office wide engagement activities, team events, happy hours and more!
Leave the suit and tie at home; our dress code is casual.
Work in the heart of downtown Chicago, IL!
There are CTA and L train stops walking distance from the office and you can store your bike safely inside of the building.
Sweat it out at the LifeStart gym in our office building that includes brand new Peloton bikes, top-of-the-line equipment and personal training options.
Maximize your wellness with free counseling sessions through our Employee Assistance Program
Get paid to work with your friends through our Referral Program!
Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
Receive 100% paid parental leave when you become a new parent.
Get relocation assistance! If you are not local to the area, we offer relocation packages.