Manager, Customer Support

Manager, Customer Support

Launch Your Career with Cook Systems

Since 1990, Cook Systemsa certified veteran-owned IT consulting firmhas been helping businesses and professionals grow through innovation, integrity, and investment in people. We partner with Fortune 500 enterprises and high-growth companies alike to deliver agile technology solutions, AI-driven talent strategies, and our signature FastTrack program that develops the next generation of tech talent.

At Cook, you'll find a culture that values excellence, creativity, and accountability. We believe in opportunity backed by trustand in building careers that last. Check out what our team members have to say on our Glassdoor page, and discover why Cook Systems is where meaningful careers take off!

Summary: We are seeking an experienced IT Help Desk Manager to define service levels and manage our help desk operations. The ideal candidate will establish processes to effectively identify, track, escalate, resolve, and report customer problems, ensuring high standards of quality and customer satisfaction. This role involves analyzing technical performance and implementing service restorations and troubleshooting procedures to maintain operational reliability.

Responsibilities:

• Define service levels and service agreements in collaboration with customers.
• Manage the day-to-day operations of the help desk, ensuring efficient problem resolution.
• Develop and implement processes for tracking, escalating, resolving, and reporting customer issues.
• Define and measure quality and customer satisfaction standards jointly with customers.
• Analyze product, system, and service performance against industry standards.
• Develop technical service restoration and troubleshooting procedures for computer system and peripheral equipment faults.
• Mentor and manage supervisors, project leaders, and technical staff.
• Report regularly to senior management, including IT Chief Operating Officer and IT Executives.

Required Skills:

• Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• Minimum of 7 years of IT work experience, including managing teams responsible for desktop support, customer service, and/or production support in multi-platform environments.
• Proven middle-level management experience in help desk/customer support functions.
• Strong problem-solving skills and the ability to work under general direction from senior management.
• Excellent communication and leadership skills.

Why Work with Us

At Cook Systems, we don't just offer jobswe build futures. Our people are at the heart of everything we do, and we're committed to supporting you with benefits that deliver real security, flexibility, and growth from day one.

• Your Health, Your Way: Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included. With access to one of the nation's largest provider networks, you'll have quality care wherever life takes you.
• Peace of Mind: Protect what matters most with life, critical illness, and accident insurance through Unumbecause your family's security matters.
• Flexibility for Life: Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent-care expenses your way.
• Extra Protection When You Need It: Our Health Gap Insurance through Sun Life helps cover unexpected costs, so you're never caught off guard.
• Your Future Starts Now: Build your future with our 401(k) plan through The Standard. You're eligible after just six monthsbecause long-term success deserves a strong foundation.

At Cook Systems, you're not just an employeeyou're part of a team that values ideas, celebrates results, and grows together. Here, your impact is visible, your contributions are valued, and your career has room to thrive. Ready to be part of something bigger? Let's build the future together at Cook Systems.