Customer Support Manager

SMART TECH SKILLS LLC

9d•Remote

About The Position

The Manager, Customer Support is responsible for leading and overseeing customer support–focused projects and operational initiatives within a multi‑platform IT environment. This role establishes project management standards, coordinates cross‑functional teams, and ensures successful delivery of work efforts aligned with business and program objectives. The position works under general direction from senior leadership and provides oversight, quality assurance, and stakeholder coordination across assigned initiatives.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience
7 or more years of IT experience including team management, customer service, and production project management
Project Management Professional (PMP) certification
7 or more years of experience working under general direction in mid‑level to senior‑level management roles
Demonstrated leadership experience managing and delivering complex projects
Experience managing projects in multi‑platform IT environments
Strong leadership and decision‑making skills
Excellent organizational and prioritization abilities
Strong communication skills, both written and verbal
Ability to manage multiple initiatives concurrently
Strong risk management and problem‑solving capabilities
Collaborative and stakeholder‑focused approach
High attention to quality, timelines, and accountability

Nice To Haves

Experience supporting IT initiatives related to public service, workforce, or community development programs
Experience working closely with program areas such as reemployment services or community development
Experience overseeing customer support or service delivery organizations

Responsibilities

Establish and implement project management processes, methodologies, and standards
Assemble project plans, schedules, and team assignments
Identify project risks and implement risk management strategies
Track milestones, timelines, and deliverables, adjusting plans and resources as needed
Direct and monitor daily work efforts, including logistics and resource coordination
Identify staffing and resource needs to support project execution
Perform quality reviews to ensure standards and objectives are met
Provide administrative and operational support to project teams
Coordinate communication across enterprise teams impacting scope, budget, risk, and resources
Escalate functional, quality, or timeline issues appropriately to leadership
Coordinate and deliver regular project status reports
Maintain visibility into project stability and operational readiness
Support approved projects as requested by program areas and approved by IT leadership
Ensure alignment between customer support operations, IT initiatives, and business outcomes
Promote consistency and reliability in project execution across teams