Software Support Engineer Manager (Like a Service Desk Manager)
Posted 1 day ago by 1763271918
Negotiable
Outside
Remote
USA
Summary: The Software Support Engineering Manager is responsible for leading a high-performing team that provides technical support for digital banking products. This role requires a blend of leadership, incident management, and collaboration across functions to ensure customer satisfaction and operational excellence. The ideal candidate will have FinTech experience and a proven track record in managing support teams. Success metrics include SLA compliance, customer satisfaction scores, and reduction in repeat incidents.
Key Responsibilities:
- Lead a team providing world-class technical support for digital banking products.
- Manage incident resolution and performance optimization.
- Collaborate cross-functionally to enhance service delivery.
- Ensure compliance with SLA metrics and drive continuous improvement.
- Oversee the accuracy of knowledge base and performance metrics.
Key Skills:
- 2-3 years of people management experience in a Service Desk/Support environment.
- Strong experience in supporting software applications within FinTech.
- Proven leadership skills and ability to enforce SLAs.
- Technical knowledge of applications, APIs, databases, and troubleshooting.
- Experience with ticketing systems like Jira or Microsoft CRM.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
Salary (Rate): undetermined
City: Atlanta
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job Title: Software Support Engineering Manager
Location: Atlanta, GA (Remote)
Type: Full-Time
Important:
- Must have a valid LinkedIn profile
- Must have strong, stable work history
- MUST have FinTech experience
About the Client
Our client is a fast-growing powerhouse transforming digital banking experiences for top U.S. financial institutions. Their platform delivers an API-first architecture, plug-and-play integrations, and a developer-friendly ecosystem powering some of the top mobile banking apps in the country. They are shaping the future of digital finance-and this role leads the team supporting that mission.
Position Summary
The Software Support Engineer Manager leads a high-performing team responsible for world-class technical support across digital banking products. This role blends people leadership, incident management, performance optimization, and cross-functional collaboration.
Success will be measured by:
- 95%+ SLA-based issue resolution
- 90%+ CSAT scores
- 15% yearly reduction in repeat incidents
- 100% on-time completion of critical technical tasks
- Improved performance metrics and knowledge base accuracy
The ideal candidate is a strong communicator with FinTech experience, proven management skills, and a passion for operational excellence and customer satisfaction.
Required Experience
- 2 3 years of people management experience (Service Desk/Support environment preferred).
- Strong experience supporting software applications within FinTech.
- Proven ability to lead support teams, enforce SLAs, and drive continuous improvement.
- Strong technical knowledge of applications, APIs, databases, and troubleshooting.
- Experience with ticketing systems like Jira, Microsoft CRM, or similar.
- Excellent communication (verbal & written), leadership, and customer service orientation.
- Ability to manage multiple priorities in a fast-paced environment.