Technical Support Team Manager

Who we areInfinite Campus is an educational software company that helps K12 school districts manage their day-to-day operations. We’ve been around for over 30 years and are the most trusted name in student information. Our customers include school districts across the United States and our products support more than eight million students.

What you’ll doThe Manager, Campus Support Team will be responsible for cultivating a dynamic and supportive work culture that champions staff engagement, this leadership role entails overseeing Technical Support Representatives & Advisors while closely collaborating with the Manager of Support Services. Integral to this position is the facilitation of employee growth and retention, as well as the advancement of the organization's objectives through strategic staff training and development initiatives. You will manage the recruitment, training, evaluation, guidance, discipline, and termination of Support Representatives and Advisors. Collaborate with the Manager of Support Services and HR to address personnel matters. Design and deliver comprehensive training programs tailored to equip support team members with the requisite skills and knowledge to thrive in their role. Coordinate with mentors, Coaches, and the Operations Generalist to ensure a seamless and successful onboarding process for new team members. Review and approve time-off requests, monitor timecards, and manage schedule changes to maintain operational efficiency and coverage Establish and meticulously monitor key performance indicators to gauge the effectiveness of support services, implementing adjustments as necessary to drive improvement. Analyze and disseminate insights from the customer satisfaction surveys and proactively address customer concerns and queries as they arise. Organize and lead team meetings and one-on-one sessions to facilitate open communication, foster collaboration, and ensure alignment across the support team. Develop and implement strategies to enhance employee engagement, retention, and overall satisfaction, promoting a supportive work culture and professional growth opportunities. You will adhere to established practices and procedures outlined in the master security guidelines when accessing Infinite Campus production customer data.

Who you areYou maintain a professional attitude while embracing the company’s culture and customer service philosophy. You are able to lead a team and manage multiple resources in a high-interrupt environment, guiding and advising others to achieve the best outcomes. You are a servant leader, motivational and knows how to engage with the team. You instill and nurture a culture of continuous improvement, emphasizing efficiency and effectiveness to elevate both employee and customer satisfaction. You understand the importance of confidentiality of student and district data, as well as employee information.

Your skill-setYou possess exceptional communication skills, including verbal, written, presentation, and group communication. You have a minimum of three plus years of management experience, including staff planning and development, hiring, training, evaluation, guidance, discipline, and discharge. You are proficient in software applications i.e. MS Office suite, Outlook, ADP, Salesforce, JIRA, Talkdesk, and business analytic tools.

What we offerA highly competitive compensation package that reflects our commitment to the people who work here. No matter where you’re at in life, we’ve got you covered. • Medical • Onsite Health Center for employee and family • Teledoc • Dental • Vision • Health Savings Account • Flexible Spending Accounts • Short & Long Term Disability • Life and ADD insurance • Generous paid time off (PTO) • Holiday pay • Employee Assistance Program • 100% matching 401k • Employee Stock Option Plan • Education Assistance • Daily free lunch and beverages at our onsite restaurant

A relaxed work environment that embraces onsite in person collaboration with flexibility to work offsite (remote). Infinite Campus is a place where smart, talented people work together with other smart and talented people every day.

What we live byWe solve problems at Infinite Campus. Driven by our mission and vision to Transform K12 Education®, we build solutions to serve K12 education and empower change for the better. We have shown that by adapting and applying technology and practices used by the private sector to K12, educators can be more productive in their daily tasks, and accomplish things previously thought to be impossible

Not sure if this is for you?We want a diverse team, with a broad range of experience and perspectives. If this job has piqued your interest, but you’re not sure if you qualify, apply anyways! We carefully consider every application and will either move forward with you, find another team or position that might be a better fit, keep in touch for future opportunities, or send you off with our gratitude and a thank you for your time.

Equal Opportunity EmployerInfinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus’ employees to perform their job duties may result in discipline up to and including discharge.