Support Manager

Support Manager

Remote Role, Anywhere in US

Open Sky Group is a global specialist in Supply Chain Execution (SCE) platforms. We offer a unique methodology of Disciplined Agility and a no-modification approach that enables rapid implementation and upgrade of WMS, WLM, WFM and TMS for a faster return on investment. We help clients get the most from their supply chain technology investment by providing workable and stable solutions to supply chain software challenges. Open Sky Group is best known for its deep expertise Tier 1 SCE solutions. Although each project has unique aspects, typical engagements include new Software Implementations, Upgrades, Replenishment and Slotting Optimizations, Material Handling and ERP Integration and Parcel Systems.

Open Sky Group also delivers enhanced SCE capabilities with our Kaleidoscope platform. This SaaS platform provides advanced analytics, 3PL Billing, a web Portal, Chat – powered by Kaleidoscope’s implementation of Artificial Intelligence and Machine Learning.

Our mission is to deliver technology-enabled solutions that allow our customers to achieve more, often with less, while having the flexibility to adapt to change.

The Support Manager is a subject matter expert and individual contributor who performs triage of incoming issues and helps our dedicated staff to resolve incidents, monitors software and infrastructure, and provides timely feedback and resolution to our clients. This role has no supervisory responsibilities. Must be able to work standard business hours in either Eastern or Central time zone. The primary focus will be on Kaleidoscope, Hosting, and Infrastructure as a Service.

Requirements

• Work with client on issues that are occurring, driving the team to root cause and finding a solution to not reoccur in the future.

• Work independently with customers, users, external and internal resources, both functional and technical to define concepts and solutions.

• Determine the root cause of an issue, document resolution for further review and provide training material.

• Support corporate Information Technology (IT) and Hosting services:

• Manage & optimize infrastructure using Microsoft Azure platform,
• Manage & optimize corporate deployment of IT assets,
• Manage & optimize desktop tools using Microsoft 365 platform,
• Ensure an appropriate Information Security posture,
• Assist in the development of Information Technology and Security programs.

• Provide clear and concise documentation to internal and external clients and Open Sky Group management, as required.
• Monitor and test back-up solutions.
• Diagnose common/reoccurring issues, and narrow scope of uncommon issues through research.
• Research and procurement of desktops, laptops, computer accessories and supplies that meet the specifications as set forth by Open Sky Group policy.
• Act as an escalation point for Kaleidoscope and SCE applications.
• Monitor the incident queue and resolve incidents.
• Continue to learn new skills and stay current with technology used in the industry.
• Perform other duties, as assigned by Sr. Vice President, Technology.

Experience

• Bachelor’s Degree in Computer Science, Software Engineering, MIS or 5+ years equivalent experience.
• 5 years’ experience with Supply Chain Execution platforms (WMS/WLM/TMS).
• Solid knowledge of warehouse operations.
• Experience with SQL and writing complex queries.
• Experience with MS Azure.

Additional Skills, Abilities and Attributes

• Strong communication skills, both verbal and written with technical, business and management staff.

• Ability to talk about technical concepts to people with differing backgrounds.
• Strong interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.
• Professional, organized and the ability to prioritize and manage own workload.
• Adaptable, positive and proactive.
• Strong Customer Service Skills.
• Experience with Java, Java Script, and Python is a plus.
• Experience with Korber WMS, Blue Yonder WMS, and Generix WMS is a plus.

Work Location and Travel

• This position is a remote role and candidate can live anywhere in the US.

• Must be legally authorized to work in the United States.

• This role requires domestic travel up to 20%.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to talk and hear.
• The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift, carry or pull office products and supplies, up to 40 pounds.

Benefits

Open Sky Group offers benefits including Health, Dental, Vision, Life & Disability Insurance, a retirement savings plan with company match, as well as a flexible and fun work environment.

Annual base salary range: $80,000 - $120,000

The salary range information provided reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses, and other relevant factors.