Production Support Manager

About the role

As a Production Support Manager, you will oversee the investigation and resolution of incoming support requests from internal and external clients for custom developed accounting/tax systems and vendor software. You will proactively communicate issues to management and development teams, partner with the implementation team to facilitate smooth transitions to production support, and manage support ticket backlogs with effective prioritization to meet client service levels.

Responsibilities

• Oversee investigation and resolution of incoming support requests from internal and external clients for custom developed accounting/tax systems and vendor software
• Proactively communicate issues to management and development teams as needed
• Partner with implementation team to facilitate smooth transition to production support
• Manage support ticket backlog and prioritize effectively to meet client service levels
• Own annual maintenance calendars and responsible for execution
• Identify trends in issues and coordinate with team to prevent future occurrences
• Own continuous creation of, and updates to, technical and end-user support documentation
• Participate in change management and release management

Requirements

• Bachelor’s degree in information systems, accounting, or related field required; accounting education/experience a plus
• 5+ years of experience
• Highly proficient using MS SQL and Excel; other programming languages a plus
• Demonstrable experience using Microsoft Business Intelligence technologies, such as SSRS
• Self-starter with ability to work independently with minimal supervision
• Strong analytical, problem solving, and creative thinking skills
• Excellent written, oral communication and documentation skills; able to communicate complex technical answers to non-technical people
• Customer service-oriented
• Flexible with changes in hours during busy season and able to assist after hours/on weekends if needed