Position Responsibilities

We are seeking a Manager, Support Services to manage the day-to-day operations of a customer support team of 8-12 analysts (junior and/or senior) delivering timely, high-quality assistance for Deltek ERP solutions.
This role reports to the Senior Manager, Support Services, and focuses on execution, team performance, and operational consistency. The scope is intentionally team‑level (my team), with responsibility for direct reports, daily support delivery, and case outcomes.

WhatYou'llDo:
Team Management (8-12 analysts)

Hire, onboard, and manage analysts through regular 1:1s, coaching, and performance reviews
Support individual development plans and skill progression in line with established frameworks
Address attendance, performance gaps, and day-to-day people issues

Daily Support Operations

Oversee queue and workload management, scheduling, and shift coverage
Monitor backlog, real-time adherence, and case distribution
Ensure the team meets defined service targets and operational expectations

Customer Support Execution

Monitor team-level performance metrics such as CSAT/NPS, FCR, AHT, ASA, and SLOs
Identify short-term gaps and implement corrective actions within the team
Ensure consistent, high-quality customer interactions

Escalation Management

Triage and resolve customer escalations within the team
Coordinate with Engineering, Cloud Ops, or Product as needed to support issue resolution
Ensure learnings from incidents are documented and shared with the team

Quality & Knowledge Management

Enforce existing knowledge management practices, runbooks, and playbooks
Conduct or support QA reviews to ensure consistency and accuracy of resolutions
Ensure analysts follow documented processes and standards

Reporting & Visibility

Prepare weekly and monthly team-level reports on volumes, trends, and common issues
Share insights, risks, and recommended actions with the Senior Manager

Continuous Improvement

Participate in root cause analysis and process improvement initiatives
Implement agreed improvements within the team (e.g., documentation updates, workflow adjustments)
Support deflection efforts through better knowledge usage and adherence to tools

Compliance & Readiness

Ensure team compliance with company policies, data privacy, and security standards
Support audit readiness through accurate documentation and process adherence

Qualifications

Experience: 5-8+ years in customer support/service ops with 2-4+ years frontline leadership ERP/SaaS or BPO environment preferred.
Domain & Tools: ERP workflows (finance, projects, time & expense) CRM (Salesforce Service Cloud/Zendesk) WFM tools.
Skills: Coaching, queue management, stakeholder communication, datadriven decisionmaking strong written/verbal English.
Availability: Comfortable with US hours rotational weekends/holidays as Duty Manager.
Nice to Have: Exposure to Deltek products (Costpoint, Vantagepoint, Maconomy), SQL basics, BI tools (Power BI/Tableau). (Six Sigma previously noted for process improvement mindset-not required.)

Support Services Manager