Software Support Engineer Manager (Like a Service Desk Manager)

Overview

Remote
On Site
$Depends on Experience
Full Time
Part Time
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - full time

Skills

LinkedIn
API
Mobile Banking
Finance
Software Support
Technical Support
Banking
Incident Management
Performance Tuning
Collaboration
SLA
Issue Resolution
Performance Metrics
Knowledge Base
Operational Excellence
Customer Satisfaction
People Management
Service Desk
Continuous Improvement
Database
JIRA
Microsoft Dynamics CRM
Communication
Leadership
Customer Service
Management

Job Details


Job Title: Software Support Engineering Manager
Location: Atlanta, GA (Remote)
Type: Full-Time

Important:

  • Must have a valid LinkedIn profile
  • Must have strong, stable work history
  • MUST have FinTech experience

About the Client

Our client is a fast-growing powerhouse transforming digital banking experiences for top U.S. financial institutions. Their platform delivers an API-first architecture, plug-and-play integrations, and a developer-friendly ecosystem powering some of the top mobile banking apps in the country. They are shaping the future of digital finance-and this role leads the team supporting that mission.

Position Summary

The Software Support Engineer Manager leads a high-performing team responsible for world-class technical support across digital banking products. This role blends people leadership, incident management, performance optimization, and cross-functional collaboration.

Success will be measured by:

  • 95%+ SLA-based issue resolution
  • 90%+ CSAT scores
  • 15% yearly reduction in repeat incidents
  • 100% on-time completion of critical technical tasks
  • Improved performance metrics and knowledge base accuracy

The ideal candidate is a strong communicator with FinTech experience, proven management skills, and a passion for operational excellence and customer satisfaction.

Required Experience

  • 2 3 years of people management experience (Service Desk/Support environment preferred).
  • Strong experience supporting software applications within FinTech.
  • Proven ability to lead support teams, enforce SLAs, and drive continuous improvement.
  • Strong technical knowledge of applications, APIs, databases, and troubleshooting.
  • Experience with ticketing systems like Jira, Microsoft CRM, or similar.
  • Excellent communication (verbal & written), leadership, and customer service orientation.
  • Ability to manage multiple priorities in a fast-paced environment.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.