Supervisory Team Lead, Software Support

About the role

Tyler Technologies is seeking a Supervisory Team Lead for its Software Support division. In this full‑time role you will manage a team of support specialists, ensure service level agreements are met, and act as the primary bridge between the team and senior management.

Key responsibilities

• Supervise multiple direct reports, enforcing procedures, best practices, and quality standards while meeting SLA targets.
• Analyze team capacity, identify self‑service opportunities, process improvements, and automation to enhance the customer experience.
• Provide expert knowledge of supported applications and infrastructure throughout the ticket lifecycle.
• Respond to incoming requests via phone, email, and Zendesk, gather impact information, and troubleshoot issues.
• Serve as escalation triage point, perform ticket classification, trend analysis, and proactive resolution.
• Generate performance reports using KPIs and quality‑assurance guidelines.
• Assist with onboarding, training, and mentorship of new hires.
• Collaborate with cross‑functional teams to diagnose and resolve technical problems.

Required profile

• Strong team‑management and leadership abilities.
• Excellent customer‑service orientation and communication skills.
• Proven technical troubleshooting experience in a software support environment.
• Experience handling ticketing systems and escalation processes.
• Ability to conduct training sessions and mentor staff.

Required skills

• Zendesk ticketing system

What we offer

• Opportunity to lead a high‑performing support team.
• Professional development and mentorship programs.
• Competitive benefits package.