Support Manager

Delta Dallas is partnering with a well-established non-profit organization in its search for a Support Manager.  This individual will be someone who has a desire to go above and beyond in satisfying members??? needs and will have the ability to think outside of the box and be creative in meeting those needs.

Responsibilities include but are not limited to:

• Continually looking for new ways to work smarter, increase effectiveness and improve internal leader???s experiences.
• Collaborating with the leaders to set annual goals and strategies, tracking progress, and communicating results effectively.
• Collaborating with and supporting leaders in addressing requests for resources, supporting, and assisting in a timely and effective manner
• Ensuring that relevant training is provided to equip them with the skills necessary for their specific roles.
• Overseeing the support request team, ensuring timely and accurate responses to daily inquiries and providing support for escalated issues when necessary.
• Partnering with internal departments to resolve support tickets efficiently and with a high sense of urgency
• Responsible for managing the capture and tracking of request data, analyzing trends to proactively develop solutions.
• Partnering with other organizational leaders to help develop training programs based on feedback from staff.
• Accountable for coordinating and managing data accurately within software systems.

Qualifications:

• At least three years of experience in nonprofit and three years of progressive supervisory experience
• Bachelor???s degree or equivalent working experience
• Effective communicator and leader for employees, direct reports, cross-functional teams and executive leadership
• Ability to de-escalate issues
• Ability to manage competing priorities through successful resolution
• Customer service obsession, with desire to go above and beyond to satisfy customer needs