General information

Country
United States
City
Remote Location
Job ID
40395
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Remote

Description & Requirements

The Support Manager will lead the team of Support Analyst supporting Infor Public Sector (Hansen) Support team and will manage the 24x7 operations. As a leader, the manager will provide guidance and leadership to the team, will work with internal and external customers. They will address any administrative and operational issues.


A Day in The Life Typically Includes:

  • Ensure staffing levels are adequate to maintain documented support standards for the global customer base within budget guidelines
  • Assist with the development, implementation and coordination of customer programs and standard operating procedures to drive efficiency and effectiveness of support operations
  • Communicate and enforce support policies and processes with employees, partners, and customers
  • Build and maintain effective working relationships with all areas of Infor, partners, and customers
  • Participate in projects and initiatives to address operational and administrative concerns


Basic Requirements:

  • Experience in leading a team in software or support
  • Experience in handling customers dealing with critical business situations
  • Management experience with ability to assign and monitor work
  • Conflict resolution experience
  • Experienced in escalation management and negotiating/setting expectations for customers
  • Experience with software/hardware, technology or design and implementation of business applications


Preferred Skills:

  • Previous project management/software implementation knowledge
  • Support management certification (Service Capability & Performance (SCP) Standards)
  • Experience managing a global team or resources
  • Infor Software product knowledge
  • US Remote location, and open to candidates willing to work US core hours. St. Paul MN office preferred



Remote (Dallas, TX, St. Paul, MN, and Alpharetta, GA)


About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 
For more information visit www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf
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