Senior Manager – Engineering Support

Role Overview

• Manages the customer service of biometrics identification system used by Law Enforcement agency
• Meets with customer management to answer questions, resolve problems
• Analyzes/reviews month-end reports to ensure adherence to SLA
• Interfaces with Sales/Engineering/Product team to obtain information/resolve problems as needed
• Collaborates closely with senior management to define and execute strategic roadmaps
• Oversees service and support activities ensuring timely delivery and responses to customer requests
• Actively participates in continuous improvement initiatives, monitoring KPIs

Requirements

• Bachelor’s Degree in Computer Science or related discipline or equivalent
• Minimum of eight years customer service experience
• At least three years in a lead or supervisory role required
• A strong knowledge of Law Enforcement Biometrics operational features, functions, specifications, operations, interfaces, etc is a plus
• Ability to read/write English, verbal communication a must
• Effective verbal and written communication skills required
• Detail oriented
• ServiceNow
• Jira
• Azure DevOps
• Linux
• Windows
• VMWare
• Network design and device management

Tech Stack

• Azure
• Linux
• ServiceNow
• VMware

Benefits

• Health Insurance package with multiple Medical and Dental coverage options
• Pharmacy Insurance
• Vision Insurance
• Life and Accidental Death and Dismemberment Insurance
• Salary Continuation and Voluntary Long-Term Disability Coverage
• Employee Assistance Program (EAP)
• Adoption Assistance Program
• 401(k) with a 50% match up to 6% of employee contribution
• 15 PTO days
• 10 paid sick days
• 11 paid public holidays
• Continuing Education and Tuition Reimbursement
• 2 paid Community Service Days
• Travel Assistance Program
• Pre-Paid Legal plans