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 teamlevel (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.)
