Manager, Support Services

Manager of Support Services is responsible for managing the helpdesk and Customer Support operations. Due to criticality of the operations of our mission critical systems, it is imparitive that the Service Level Agreements are tracked and met, and corrective actions are taken in a timely manner.

Essential Duties/Responsibilities

Partner with senior leadership and cross-functional teams to ensure support operations align with strategic priorities and mission-critical service commitments.
Lead and manage a 24x7x365 technical support team, including hiring, onboarding, coaching, performance management, and succession planning.
Own SLA performance, including response time, resolution time, backlog health, escalation rates, and customer satisfaction metrics. Establish clear accountability and corrective action plans when targets are not met.
Lead high-severity (P1/Major Incidents) incident response efforts, coordinating cross-functional teams to restore service rapidly while maintaining clear, accurate executive and customer communications.
Develop, maintain, and enforce structured incident management, escalation, and triage procedures to ensure consistent, disciplined response under pressure.
Analyze operational data and performance trends to identify systemic issues, recurring defects, and improvement opportunities. Implement measurable corrective actions that reduce repeat incidents.
Ensure robust ticketing, tracking, and reporting systems are in place and consistently used. Maintain accurate operational dashboards and reporting for leadership visibility.
Oversee change control and deployment coordination to minimize service disruption and ensure operational readiness prior to production releases.
Maintain strong working knowledge of supported applications and system architecture to guide troubleshooting, validate escalations, and ensure effective root cause analysis.
Ensure effective customer communications, including outage notifications, incident updates, and post-incident summaries, delivered with clarity and professionalism.
Participate in after-hours incident leadership as required during major outages or high-priority events.
Drive continuous improvement initiatives, including documentation, runbooks, knowledge base expansion, automation opportunities, and workflow optimization.
Perform additional operational leadership duties and cross-functional project participation as required.

Minimum Qualifications

A Bachelor's degree in Computer Science, Information Technology, Engineering, Buissnes or related field of study.
Excellent understanding of customer support practices, KPIs and metrics.
Excellent analytical skills and ability to capture, analyze, present, and interpret the data and formulate the appropriate actions.
Strong understanding of Technical Support best practices, and the ability to implement effective practices within the organization.
Strong management skills and proven experience
Strong communication skills, and the ability to effectively communicate across disciplines
Minimum of 5 years experience in a management role
Prior experience in Public Safety highly desired.
Must be able to work from the SoundThinking office in NJ 3 days per week, or as our policies dictate.

Note: The Company reserves the exclusive right in its sole discretion to modify, adjust, delete, add, or otherwise change the above at any time.

SoundThinking 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, SoundThinking 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. SoundThinking maintains a drug-free workplace policy.

SoundThinking 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 SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at careers@soundthinking.com for assistance.

The above salary is based on a good faith estimate made at the time of publication and may be modified in the future. The pay offered to a candidate may vary within this range depending on factors such as education, experience, and geographic location.

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Ability to work onsite at SoundThinking's Iselin, New Jersey office location 3 days per week: Monday, Tuesday, and Wednesday

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