Support Operations Manager

Catalyst Consulting Group

1d•$115,000 - $135,000

About The Position

Catalyst Consulting Group is Government Technology Services Vendor, headquartered in Chicago that has been servicing public sector clients for 35 years. We are unique because of the diverse skill sets which our collective team brings to our customers, including SaaS configuration, custom application development, cybersecurity, integration architecture, data migration, and management consulting. Tools in our company toolbelt include Salesforce, AWS, Java, .NET, React Native, MuleSoft, and many other platforms which we offer to deliver our customers best of breed systems that revolutionize the way they conduct internal and constituent facing interactions. We take pride in being a “one stop shop” for all our customers’ information technology needs. We are expanding our footprint across North America and look forward to starting many new projects in the next few months. We’re looking for a talented and driven Support Operations Manager with a proactive mindset and technical experience to join our team. You will be the vital team member connecting our clients to our support developers, working in tandem to produce technology solutions that surpass the expectations of our clients. We offer flexible work schedules, training reimbursements, home office assistance (including a company laptop), 100% coverage for medical, dental and vision, and paid parental leave for all full-time team members. If you have cross-functional experience working with IT teams and supporting client accounts, then we’d love to speak with you!

Requirements

3+ years working in business operations
3+ years working in a technical environment or supporting technical customers
3+ years working within a PMO or other department responsible for setting company standards and driving process improvements
Proven leadership with a proactive mindset and hands-on approach
Solid technical background with understanding or hands-on experience in software development and web technologies
Excellent communication skills, both client-facing and internal
Strong organizational skills, including attention to detail and the ability to manage multiple tasks simultaneously
Proficient in Microsoft Office Suite (e.g., Word, Excel, PowerPoint, Outlook)

Nice To Haves

Experience in the public sector is a plus
Salesforce experience and/or certifications is a plus
Experience using JIRA is a plus

Responsibilities

Manage Client Support Requests
Monitor incoming tickets, emails, and alerts
Prioritize requests based on severity, impact, and SLA commitments
Escalate High-Priority or Critical issues through appropriate channels
Ensure all clients receive timely acknowledgment and updates
Identify areas of improvement with support client relationships
Manage Support Client Distribution Lists
Maintain accurate distribution lists for support communications.
Ensure clients and internal teams receive the appropriate notifications.
Ensure Support Staffing Coverage
Develop, maintain, and communicate the staffing calendar to ensure 24/7 coverage
Coordinate shift assignments, time-off, and handoffs across teams
Work with the offshore team manager in assigning developers to support incoming requests
Coordinate System Releases
Track ongoing product releases for clients
Work with technical team to identify impacted clients
Coordinate staffing to complete affected system updates
Manage Project and Resource Allocations
Track cross-functional staff availability for Managed Services work
Update and review allocations and/or coordinate with the account Project Manager
Monitor workloads and escalate resource constraints when availability issues arise
Review and validate project-related timecards to ensure accuracy
Create and Maintain Project Documentation and Reporting
Build dashboards to track SLAs, response times, ticket volume, and trends
Provide leadership with ongoing reporting and actionable insights
Identify and Drive Process Improvement
Assist with the creation and maintenance of support process documentation and materials
Support continuous improvement of the Managed Services department