Polaris Management Partners - New York City, NY - Software Support Manager Polaris Solutions LLC Downtown (New York City) Job Description The Support Manager opening is an exciting opportunity for the right person who has experience managing the technical support function for a software company and who is looking to grow with the firm General Responsibilities Provide daily management of the Polaris Solutions Technical Help Desk Technical Service Representatives (TSRs) both onshore and offshore Customer Service Representatives (CSRs) Account Managers and Grant Outsourcing operations Manage a large team for (a) level 1 and 2 Support requests for all of our systems and services Provide daily direction for staff serve as escalation point when needed Provide guidance to staff on maintaining positive communications with clients Ensure support team is meeting its objectives ndash meeting biweekly with clients creating plans for ticket resolution performing QA and UAT testing and documenting issues SLA (service level agreements) commitments - Permanent - Full-time
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