Mgr Global Help 24

Job Description

Seeking an experienced professional to lead a technical production support team for payment processing applications. The HELP24 Manager will lead a geographically dispersed team that acts as first line of support for customers and as the key technical interface to engineering teams within ACI. The person in this role will be responsible for hiring and managing technical resources to provide production support, interacting with customers' business and technical leaders as well as identifying and implementing initiatives to improve quality of support and reduce time to resolution. This person should have strong personnel leadership skills, operate effectively in a fast-paced environment, and have a passion for customer service. He or she will work closely with direct reports to develop team goals, manage responsibilities, and participate in/lead causative analyses related to production issues.

Qualifications:

• Bachelor's degree Computer Science or equivalent experience
• Minimum 5 years in related experience
• Supervisory or leadership experience
• Experience in either a support or help desk environment
• Excellent verbal and written communication skills for all levels of an organization.

Preferences:

• Experience with financial applications
• Experienced in technical customer support
• Experience with cloud applications
• Technical computer/software experience

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