Sr Mgr Technical Support Engineering

Job description

Why UKG:

At UKG, the work you do matters.

The code you ship, the decisions you make, and the care you show a customer all add up to real impact.

Today, tens of millions of workers start and end their days with our workforce operating platform.

Helping people get paid, grow in their careers, and shape the future of their industries.

That’s what we do.

We never stop learning.

We never stop challenging the norm.

We push for better, and we celebrate the wins along the way.

Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together.

Because at UKG, your work matters—and so do you.

Join a talented, energetic, and innovative group, leading a group of technical support team managers and teams chartered to provide technical support services to the UKG customer base.

Lead talented teams in providing a world-class customer experience in a fast-paced, high-volume environment.

Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction whilst improving effectiveness and efficiency.

This role will also be responsible for creating an environment which promotes and fosters the development and growth of managers and team members to a sustained high level of performance.

This role is pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.

Duties and Responsibilities:
• Lead and guide a team of highly engaged associates tasked with providing technical support to our UKG customers.
• Ability to take on additional leadership responsibilities including leading other team managers in the future.
• Develop strategies, operating plans and manage the execution within the support teams to provide consistently high-quality service which drives customer success
• Provide guidance to your direct reports and teams on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction
• Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs
• Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience
• Ensure that the your teams document, track, and manage all support requests, communications, and actions in the Salesforce CRM system
• Interact with Engineering and other technical teams & resources to facilitate complex issue resolution
• Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences
• Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
• Work with leaders and managers to understand daily challenges, minimize barriers, and identify/obtain tools required for successful job performance
• Meet or exceed the established service level objectives for the support teams
• Act as a sr.

escalation resource for customer and internal feedback pertaining to the team
• Participate in late & weekend shifts on a rotational basis
• Participation in on-call rotations is required to provide occasional after-hours support

Working hours will align with EMEA business hours (8am-8pm UTC) and adjust by 1 hour to account for daylight savings time.
Basic Qualifications:
• 5+ years leading technical resources in a technical support environment and driving strong results

•Strong knowledge of technical product support and the underlying technologies
•Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer & internal partner relationships
•Strong leadership, teamwork, influencing, mentoring, and coaching skills
•Experience with reporting & using data to make decisions
•Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills
•Experience documenting and implementing processes and procedures
•Knowledge of support tools for issue tracking and knowledge management

Preferred Qualifications:
•HR, Payroll, Time and Labor and/or HCM domain experience
•Experience leading multiple technical teams and managers
•Experience managing successful remote support teams
•BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work.

With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched.

It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge.

Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws.

This policy governs all matters related to recruitment, advertising, and initial selection of employment.

It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

Required Skill Profession

Other General