Manager, Customer and Operations Technology

CCS Facility Services•Denver, CO

About The Position

The Manager, Customer & Operations Technology leads the 24/7 Customer & Operations Technology Support Center and is accountable for delivering consistent, high-quality support to both internal operational teams and external customers. This role oversees frontline support operations, ensuring strong performance across work order management, dispatch coordination, incident response, and technology support. The Manager drives operational excellence through data accuracy, compliance enforcement, and continuous process improvement, while serving as a key escalation point for critical issues.

Requirements

5+ years of experience in service support, dispatch, help desk, or operations support environments
2+ years of leadership or supervisory experience in a support or operations setting
Proven ability to lead teams in a fast-paced, service-driven organization
Strong communication and decision-making skills in high-pressure situations
Experience with work order, ticketing, or operational systems and data quality management
Ability to manage 24/7 operations, including overnight and weekend coverage
Bilingual in English and Spanish is required

Nice To Haves

Experience leading a centralized support center or shared services team
Background supporting field operations or multi-location service environments
Strong analytical skills with the ability to translate data into operational improvements
Experience implementing compliance frameworks or system adoption initiatives

Responsibilities

Lead, coach, and develop a team of Customer & Operations Technology Specialists across a 24/7 operating model
Establish clear performance expectations, KPIs, and accountability standards
Monitor call quality, response times, and resolution effectiveness; implement improvements as needed
Manage staffing, scheduling, and shift coverage to maintain operational readiness at all times
Conduct performance reviews, ongoing coaching, and structured development planning
Ensure timely, professional responses to all inbound calls and digital communications
Oversee support for customers, employees, and field teams, including after-hours and overnight operations
Maintain operational control during high-priority incidents and enforce escalation protocols
Ensure accurate documentation of incidents and clear shift handoffs to support continuity
Oversee the real-time creation, assignment, and management of work orders
Ensure adherence to service level agreements and operational timelines
Enforce data quality standards, including complete notes, correct statuses, and required documentation
Drive compliance initiatives to improve system accuracy and reporting reliability
Lead dispatch operations for janitorial and facility response teams during urgent or emergency events
Serve as the escalation point for critical technology, facility, or safety incidents
Coordinate communication between field teams, leadership, and support personnel during active events
Ensure efficient resolution and capture of lessons learned for continuous improvement
Oversee troubleshooting for user access, applications, mobile devices, and connectivity issues
Partner with Level II support and technical teams to resolve complex issues
Identify recurring issues and trends; implement process improvements and corrective actions
Ensure consistent reporting and operational visibility into support center performance