Job Title
UKG Support SupervisorJob Description Summary
The UKG Support Supervisor will be responsible for managing a support teamthat assists end-users of the UKG Pro Workforce Management (WFM) application.
Success in this role requires a robust understanding of workforce management as
well as payroll and timekeeping principles, coupled with strong expertise in the
UKG Pro WFM application. The ability to effectively lead a support team and
collaborate with stakeholders is crucial.
Job Description
Role Purpose:
The UKG Support Supervisor will lead a team of 1-5 support consultants,
providing guidance to ensure they succeed in their roles and that the
organization has the necessary trained and qualified resources for end-user
support of the UKG Pro WFM application. The supervisor will also act as the
escalation point for complex issues and new configuration requests that require
additional support, collaborating with stakeholders and other resources within
the organization to resolve advanced problems.
Job Description:
• Provides advanced-level knowledge of the core functionality and supporting
modules of the UKG Pro WFM application.
• Leads the support team in all aspects of troubleshooting, configuration, and
resolution of reported issues and configuration requests.
• Manages multiple direct reports, completing responsibilities such as work
assignments, timesheet approvals, performance management, goal setting,
and providing regular feedback.
• Serves as the immediate escalation point for issue resolution.
• Monitors support team performance to deliver quality and efficient support
service.
• Understands and adapts to the support team member needs, providing regular
mentorship, knowledge transfer, and feedback.
• Creates, monitors, and delivers Service Level Agreements (SLAs) and Key
Performance Indicators (KPIs); provides regular reporting to leadership
regarding ticket volume, service levels, and priority levels; and evaluates the
system holistically to identify and mitigate patterns of issues.
• Reports directly to the Senior Corporate Solutions Manager (UKG Pro WFM),
performing additional tasks and providing support for special projects as
assigned.
Required Skills & Qualifications:
2+ years of proven leadership experience and extensive knowledge of the UKG
suite of tools.
• 3+ years of experience in Workforce Management systems configuration,
development, and support.
• 2+ years of experience in implementing or supporting the UKG Pro WFM
solution with a proven ability to manage and deliver complex solutions.
• Ability to work on complex, fast-paced tasks in a collaborative team setting.
• Capable of handling issue escalation, understanding client needs, and tailoring
solutions and responses to meet these needs.
• Excellent written and verbal communication skills, with the ability to adapt
communication styles to different audiences.
• Strong work ethic, demonstrating dependability and a commitment to success.
• Ability to analyze complex data or facts, summarize findings, and present
results to business audiences.
• Continuous learning mindset with a positive attitude towards feedback and
ongoing training.
Preferred Skills & Qualifications:
• UKG Pro WFM application certification with relevant industry experience.
• Demonstrated experience in IT Service Management.
• Demonstrated experience leading a help desk environment, with expertise in
IT ticket management.
Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $89,250.00 - $105,000.00
C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.
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