{"id":949355,"url":"https://alion.io/job/harris-computer-customer-support-manager","title":"Customer Support Manager","company":{"id":2223,"name":"Harris Computer","domain":"harriscomputer.com","url":"https://alion.io/company/harris-computer","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":35,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-09-22T06:32:34Z","board_verified":false,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"Manager of Support Services\nHarris Recording Solutions\nView All Locations\nTime Type: Full Time\nHarris Recording Solutions (HRS), a leading provider of software solutions for county government and official records organizations, is seeking a Manager of Support Services to lead the day-to-day operations of our Support Services team and ensure we consistently deliver exceptional service to our customers.\nThe Manager of Support Services will be responsible for managing support operations, developing employees, monitoring performance, improving processes, and ensuring customer issues are addressed efficiently and professionally.\nThis role will work closely with Client Services leadership, Product, Development, Professional Services, Sales, and other internal teams to advocate for customers, identify recurring issues, improve support processes, and strengthen the overall customer experience.\nThe ideal candidate is an experienced support leader who is organized, accountable, customer-focused, and comfortable managing a team in a fast-paced software environment. This individual should have a strong understanding of support operations, performance management, customer communication, escalation management, and continuous improvement.\nAI & Innovation Mindset\nHarris Recording Solutions is committed to using emerging technologies to improve how we work and serve our customers.\nThe successful candidate will demonstrate curiosity and a willingness to adopt and leverage AI, automation, knowledge management, and other technology solutions to improve support workflows, increase efficiency, and enhance the customer experience.\nThe Manager of Support Services will help identify opportunities to automate repetitive work, improve knowledge resources, leverage AI-assisted support tools, and reduce unnecessary manual effort while maintaining appropriate judgment, security, and customer service standards.\nWhat Your Impact Will Be\nSupport Team Leadership\nManage the day-to-day activities of the Support Services team.\nProvide leadership, coaching, mentoring, and ongoing development to support employees.\nEstablish clear performance expectations and hold employees accountable for results.\nMonitor individual and team performance and address performance issues promptly.\nConduct regular one-on-one meetings, performance discussions, and team meetings.\nIdentify employee strengths, development opportunities, and career growth paths.\nHelp develop future leaders within the Support organization.\nFoster a culture of accountability, ownership, teamwork, and customer advocacy.\nEnsure team members have the training, tools, documentation, and resources needed to perform their roles effectively.\nOperational Excellence\nMonitor daily support operations to ensure customers receive timely and effective assistance.\nManage ticket queues, assignments, priorities, escalations, and workload distribution.\nMonitor key support metrics, including:Response times\nResolution times\nSLA performance\nTicket backlog\nCustomer satisfaction\nTicket quality\nProductivity\nEscalations\nAging tickets\n\nIdentify trends and operational issues and implement corrective actions.\nEnsure support processes are consistently followed and documented.\nIdentify opportunities to improve workflows, eliminate unnecessary steps, and increase team efficiency.\nMaintain appropriate coverage and resource allocation based on customer demand.\nHelp establish and maintain support standards across HRS product lines.\nEnsure aging and stagnant tickets are actively managed and appropriately escalated.\nMonitor critical incidents and ensure appropriate communication and follow-up.\nCustomer Experience & Escalations\nServe as an escalation point for complex or sensitive customer issues.\nWork directly with customers when additional management involvement is required.\nEnsure customer concerns are communicated clearly and professionally.\nMonitor escalated issues through resolution and ensure appropriate follow-up occurs.\nIdentify recurring customer issues and work with internal teams to address root causes.\nAdvocate for customers while balancing customer needs with company policies and business objectives.\nHelp strengthen customer relationships through consistent, proactive, and professional support.\nCross-Functional Collaboration\nPartner with Product and Development to communicate recurring customer issues and product feedback.\nIdentify trends in support tickets that may indicate product defects, training opportunities, or documentation gaps.\nWork with Product and Development teams to improve product quality and reduce recurring support issues.\nCollaborate with Professional Services and Client Services to ensure smooth customer handoffs and issue resolution.\nPartner with internal teams during product releases, upgrades, implementations, and major customer initiatives.\nProvide leadership with regular updates regarding support trends, customer concerns, staffing, and operational performance.\nKnowledge Management & Process Improvement\nHelp develop and maintain a strong knowledge management program for internal employees and customers.\nIdentify opportunities to convert recurring support issues into knowledge articles, documentation, training materials, and self-service resources.\nEnsure support documentation is accurate, current, and easy for employees to use.\nPromote the use of knowledge articles and self-service tools to improve resolution times and reduce unnecessary tickets.\nIdentify opportunities to standardize processes across Support Services.\nParticipate in continuous improvement initiatives designed to improve customer service and team efficiency.\nAI & Automation\nPromote the effective use of AI and automation within Support Services.\nIdentify repetitive support activities that can be automated or assisted through technology.\nEncourage adoption of AI-assisted ticket management, knowledge search, ticket summarization, response assistance, and other support tools.\nMonitor the effectiveness of AI-enabled support tools and provide feedback for improvement.\nHelp ensure AI-generated information and responses are reviewed appropriately and maintain HRS standards for accuracy and customer service.\nPartner with leadership to identify opportunities to increase ticket deflection and reduce manual workload through automation and self-service.\nReporting & Performance Management\nMaintain visibility into Support Services performance through regular reporting and analysis.\nReview team metrics and identify opportunities for improvement.\nPrepare regular updates for Client Services leadership regarding:Ticket volume\nBacklog\nSLA performance\nCustomer satisfaction\nEscalations\nStaffing\nProductivity\nMajor customer issues\nOperational trends\n\nUse data to identify risks and make recommendations for improving support performance.\nEstablish team goals and track progress against those goals.\nTravel Requirements\nLimited travel may be required, typically not to exceed 10-20%, primarily for customer engagements, conferences, team meetings, training, or business planning sessions.\nWhat We Are Looking For\n5+ years of experience in software support, technical support, customer service, or a related field.\n2+ years of experience managing or supervising a support or customer-facing team.\nExperience supporting enterprise software or SaaS products.\nExperience managing ticket queues, support metrics, escalations, and service levels.\nStrong understanding of customer support operations and best practices.\nDemonstrated ability to coach, develop, and hold employees accountable for performance.\nStrong organizational and time-management skills.\nExcellent written and verbal communication skills.\nAbility to manage multiple priorities in a fast-paced environment.\nStrong problem-solving and analytical skills.\nAbility to work effectively with Product, Development, Client Services, Professional Services, and other internal teams.\nExperience with ticketing systems, knowledge management platforms, reporting tools, and customer support technologies.\nExperience with AI, automation, or other emerging technologies is preferred.\nExperience working with county government, public sector software, land records, or government technology is a plus.\nAbility to effectively manage customer escalations and difficult customer situations.\nDemonstrated commitment to providing exceptional customer service.\nAbility to work independently while also functioning effectively as part of a distributed team.\nAbility to travel as needed for customer and business engagements.\nWhat Success Looks Like\nSuccess in this role means the Support Services team is organized, accountable, responsive, and customer-focused.\nThe Manager of Support Services will ensure that:\nCustomers receive timely and professional support.\nTickets are actively managed and resolved within established expectations.\nBacklogs and aging tickets are proactively addressed.\nEmployees understand their responsibilities and performance expectations.\nSupport metrics are consistently monitored and improved.\nRecurring customer issues are identified and communicated to the appropriate teams.\nKnowledge and self-service resources continue to improve.\nAI and automation are used to increase efficiency and reduce manual workload.\nThe Support Services team operates as a strong partner to customers and the broader HRS organization.\nSalary Range: $75,000 - $85,000 USD per year.","description_format":"text","description_chars":9417,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Government","Information 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