{"id":1667487,"url":"https://alion.io/job/tyler-technologies-supervisory-team-lead-software-support","title":"Supervisory Team Lead, Software Support","company":{"id":179690,"name":"Tyler Technologies","domain":"tyler.com","url":"https://alion.io/company/tyler-technologies","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":61000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1858},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"SQL","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-10-02T06:14:42Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-13T07:53:57Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Description\nTyler Technologies, the country’s premier provider of eGovernment solutions, is looking for a Supervisory Team Lead. The ideal candidate will be responsible for overseeing daily operations, ensuring productivity targets are met, fostering a positive team environment, and acting as the primary liaison between team members and management.\nThe Support Services - Supervisory Team Lead position is a full-time opportunity.In addition to technical and troubleshooting skills, this position will require performance at the highest level in the areas of team management, customer service and communication.\nResponsibilities\nDay-to-Day:\nSupervise multiple direct reports in a team-oriented environment, ensuring that team members are following proper procedures, best practices, and quality work while meeting identified SLAs.\nAnalyzing team bandwidth and helping identify opportunities for customer self-service, process improvements, identify automations, and optimize existing processes to improve customer experience.\nBe knowledgeable when it comes to our supported applications and infrastructure for related issues throughout the entire life cycle of a ticket with the primary goal being the highest level of customer experience.\nRespond as needed to incoming requests via phone, email, and the Zendesk ticketing system; Gather all pertinent information, gain an understanding of impact, and perform troubleshooting to resolve.\nServe as an escalation triage point for the team when questions arise regarding how to handle certain requests or general information about supported applications. Perform continuous analysis, classification, and trend analysis of tickets working toward the pro-active resolution of tickets where possible.\nProvide reports on team performance using identified KPIs as well as established quality assurance guidelines and best practices.\nAssist in onboarding new hires.\nCollaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues.\nTeam Onboarding and Training:\nConduct Training Sessions: Manage Engaging training sessions for new team members, ensuring they are equipped with the necessary tools and knowledge to excel in their roles.\nOngoing Mentorship and Development: Provide guidance, support, and professional development opportunities to team members, fostering a culture of learning and growth.\nBest Practices: Provide leadership and example setting for the best way to navigate various engagement types within support, operating as an escalation point for the team.\nAlignment Efforts:\nCross Training and Knowledge Expansion: Promote cross-training initiatives among team members to enhance their skills and knowledge across different areas of customer support. This will ensure a more versatile and capable team that can efficiently handle diverse customer needs.\nKnowledge Bases: Help maintain all relevant support information, processes, and frequently asked questions. This knowledge repository will reduce resolution times and improve customer satisfaction.\nTool Implementation and Optimization: Collaborate with your manager to identify and implement new customer support processes that streamline and enhance the team's efficiency. Regularly assess the effectiveness of these tools and make necessary adjustments for optimal results.\nQualifications\nManagement experience preferred, though not required\nSelf-motivated and proactive in identifying and resolving issues\nStrong attention to detail\nProfessional demeanor with the ability to work effectively across all organizational levels\nExceptional customer service and interpersonal abilities\nStrong written and verbal communication skills\nProven problem-solving capabilities\nConsistent adherence to established processes and procedures\nCollaborative team player, adaptable in fast-paced, deadline-driven environments\nAnalytical mindset with the ability to gather data and perform trend analysis\nCommitment to continuous improvement and professional growth\nSQL proficiency\nFamiliarity with ITIL/ITSM Best Practices\nAdditional Desired Skills\n2-5 years of experience with Tyler Technologies Support teams\nMulti-state/multi-product expertise is preferred\nExperience with Zendesk and/or JIRA/Jira Service Management or similar ticketing system\nPayment transaction processing industry experience preferred\nAdditional responsibilities as identified by management team\nJoin our team and lead the way in providing exceptional customer support while building a positive and dynamic work environment. Together, we will drive our organization towards greater success and customer satisfaction.","description_format":"text","description_chars":4637,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T06:14:42Z"}],"visa":[],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.747,"p_room":0.45,"age_days":10,"expected_fill_days":7,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tyler-technologies-supervisory-team-lead-software-support","json_url":"https://alion.io/job/tyler-technologies-supervisory-team-lead-software-support.json","meta":{"generated_at":"2026-10-13T09:35:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14559,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179690},"rest":"https://alion.io/mcp/rest/get_company?id=179690"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftyler-technologies-supervisory-team-lead-software-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftyler-technologies-supervisory-team-lead-software-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftyler-technologies-supervisory-team-lead-software-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tyler-technologies-supervisory-team-lead-software-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftyler-technologies-supervisory-team-lead-software-support"}]}