Customer Support Manager

Job Description
The Customer Support Manager is responsible for supporting internal business users and teams that rely on IBM i-based applications and services to perform their day-to-day operations. This role serves as a key liaison between business stakeholders and technical teams, helping to resolve issues, analyze data, and improve processes. The position works closely with IT Operations to support critical business systems, identify opportunities for improvement, and recommend modernization initiatives that enhance efficiency and accuracy. While a technical background is beneficial, this is not a software development role. This position primarily provides case-based and operational support rather than phone-based help desk support.

Responsibilities
Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams for timely resolution.
Experience working with ticketing systems is required; knowledge of ServiceNow is preferred.
Manage support cases from initial intake through resolution, ensuring accurate documentation and follow-up.
Collaborate with engineering, operations, product, and business teams to address application, data, and process-related issues.
Work closely with the IT Operations team to support enterprise applications, operational processes, and technology initiatives.
Monitor support queues and prioritize work to meet established service level objectives.
Analyze data and system behavior to identify root causes and recommend solutions.
Identify recurring issues and recommend process improvements to improve operational efficiency and user experience.
Evaluate existing processes and systems and propose modernization opportunities, automation solutions, and technology enhancements.
Track support trends, service metrics, and operational performance indicators.
Assist with testing, validation, and implementation activities related to system enhancements and fixes.
Contribute to a culture of accountability, service excellence, innovation, and continuous improvement.

Qualifications
Required Qualifications:

Bachelor’s degree or equivalent practical experience.
Minimum 5 years of experience in customer support, application support, business systems support, technical support, or a related field.
Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400) environments.
Strong understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies.
Strong working knowledge of DB2 for IBM i and advanced SQL skills, including the ability to query, analyze, troubleshoot, and validate data to support issue resolution and operational needs.
Experience investigating data-related issues and performing root cause analysis using DB2 and SQL.
Strong problem-solving, analytical, and troubleshooting skills.
Demonstrated ability to identify process improvement opportunities and recommend practical modernization solutions.
Excellent written and verbal communication skills.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Experience working with ticketing systems, case management platforms, or similar tools.
Strong organizational skills and attention to detail.
Ability to work collaboratively across technical and business teams and build strong working relationships.

Preferred Qualifications:

Experience supporting enterprise business applications and operational systems.
Experience in the healthcare industry, particularly with healthcare claims processing, insurance billing, appeals, denials, eligibility, or related revenue cycle management processes.
Technical aptitude and ability to understand software, systems, and technology concepts.
Prior software development experience or familiarity with IBM i development environments, RPG, CL, or SQL is a plus.
Knowledge of Visual Studio Code and modern IBM i development and management tools is a plus.
Experience with process automation, workflow optimization, or modernization initiatives.
Prior experience working with engineering, operations, or product teams.
Knowledge of support best practices, service management processes, and root cause analysis methodologies.