Election Systems and Software Technical Support Manager in Omaha, Nebraska

The Technical Support Manager has responsibility for the success of the Technical Support team. Technical Support provides support of all ESandS software and hardware products to internal and external customers via phone, email and online support tools. This role will manage a team of Hardware and Software Support technicians and be responsible for establishing team goals, overseeing resolution of technical support work tickets, handling all personnel matters, and representing product support interests to other departments within the organization.Essential Duties and Responsibilities:Collaborate with team members to optimize problem resolution processes in alignment with customer expectations.Ensure proper coverage of election support schedules, and staffing considerations for major election events.Establish/maintain mechanism of key performance indicators and provide monthly reports.Partner with other departments to assist in improving the customer support experience.Assist with RFP responses and monitoring of customer agreements and/or custom Service Level AgreementsMonitor compliance of State and Federal reporting requirementsDistribution of incident reports for key customers (monthly, quarterly) and internal resourcesFind opportunities for team to assist in development and testing of go forward and legacy products.Create and maintain budget of Technical Support departmentThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Qualifications:Education: Must have a bachelor's degree in business administration or computer technology field; Experience: At least 5 years experience including:Knowledge of PC/hardware operationProficiency with Microsoft Office ApplicationsComputer hardware and network proficiencyPrevious Help Desk or Customer Support experienceCompetencies: Technical capacityProblem Solving/AnalysisCommunication proficiencyPersonal effectiveness/credibilityPersonnel ManagementLicenses/Certifications Required: NoneSupervisory Responsibilities: Manager will have several direct reports covering the hardware and software support teams.Work Environment: This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.Travel: Approximately up to 20% travel is expected. All ESandS employees provide election support services by assisting jurisdictions at the customer location.Security: Required to consistently demonstrate adherence to all security requirements and accepted practices as contained in the current ESandS Security Policy. Incumbents must proactively read, comprehend and adhere to all ESandS security policies, practices and procedures regarding the safety and safekeeping of co-workers, products, services and other intellectual property as defined in the ESandS New Business and Non-disclosure, or Proprietary matters, Confidential matters and Non-Competition agreements, and the current ESandS Security Policy Manual.EEO Statement: In order to provide equal employment and advancement opportunities to all individuals, employment decisions at ESandS will be based on merit, qualifications, and abilities. ESandS does not discriminate in employment opportunities or practic