Customer Support Manager

Description - The Customer Support Manager is responsible for supporting internal business users and teams that rely on IBM i-based applications and services to perform their day-to-day operations. - This role serves as a key liaison between business stakeholders and technical teams, helping to resolve issues, analyze data, and improve processes. - The position works closely with IT Operations to support critical business systems, identify opportunities for improvement, and recommend modernization initiatives that enhance efficiency and accuracy. - While a technical background is beneficial, this is not a software development role. - This position primarily provides case-based and operational support rather than phone-based help desk support. Responsibilities - Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams for timely resolution. - Experience working with ticketing systems is required; knowledge of ServiceNow is preferred. - Manage support cases from initial intake through resolution, ensuring accurate documentation and follow-up. - Collaborate with engineering, operations, product, and business teams to address application, data, and process-related issues. - Work closely with the IT Operations team to support enterprise applications, operational processes, and technology initiatives. - Monitor support queues and prioritize work to meet established service level objectives. - Analyze data and system behavior to identify root causes and recommend solutions. - Identify recurring issues and recommend process improvements to improve operational efficiency and user experience. - Evaluate existing processes and systems and propose modernization opportunities, automation solutions, and technology enhancements. - Track support trends, service metrics, and operational performance indicators. - Assist with testing, validation, and implementation activities related to system enhancements and fixes. - Contribute to a culture of accountability, service excellence, innovation, and continuous improvement. Qualifications Required Qualifications: - Bachelor’s degree or equivalent practical experience. - Minimum 5 years of experience in customer support, application support, business systems support, technical support, or a related field. - Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400) environments. - Strong understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies. - Strong working knowledge of DB2 for IBM i and advanced SQL skills, including the ability to query, analyze, troubleshoot, and validate data to support issue resolution and operational needs. - Experience investigating data-related issues and performing root cause analysis using DB2 and SQL. - Strong problem-solving, analytical, and troubleshooting skills. - Demonstrated ability to identify process improvement opportunities and recommend practical modernization solutions. - Excellent written and verbal communication skills. - Ability to manage multiple priorities and work effectively in a fast-paced environment. - Experience working with ticketing systems, case management platforms, or similar tools. - Strong organizational skills and attention to detail. - Ability to work collaboratively across technical and business teams and build strong working relationships. Preferred Qualifications: - Experience supporting enterprise business applications and operational systems. - Experience in the healthcare industry, particularly with healthcare claims processing, insurance billing, appeals, denials, eligibility, or related revenue cycle management processes. - Technical aptitude and ability to understand software, systems, and technology concepts. - Prior software development experience or familiarity with IBM i development environments, RPG, CL, or SQL is a plus. - Knowledge of Visual Studio Code and modern IBM i development and management tools is a plus. - Experience with process automation, workflow optimization, or modernization initiatives. - Prior experience working with engineering, operations, or product teams. - Knowledge of support best practices, service management processes, and root cause analysis methodologies. Compensation - Base pay: 103,584 - 123,000 annually. Compensation depends on location, qualifications, and experience. - Position may be eligible for an Annual Incentive Plan bonus of 10%-50% depending on role level. - Management level positions may be eligible for sign-on and relocation bonuses. Benefits The following benefits are available, subject to employment status: - Medical, dental, vision, disability, AD&D, and life insurance - Manager Time Off – 20 days per year - Discretionary 401k match - 10 paid holidays per year - Health savings accounts, healthcare & dependent flexible spending accounts - Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, auto & home insurance - Paid sick leave and other leave benefits are provided in accordance with applicable federal, state, and local laws. #LI-NO3