Customer Support Manager

Customer Support Manager

Washington, DC (ONSITE)

Customer Support Manager

Location: Washington, DC (Hybrid) - must be onsite 4-5 days per week

Clearance: Secret (Top Secret preferred)

Status: Exempt

The Director of Customer Support provides strategic leadership and operational oversight for the organization's end-user support services. This role manages a diverse portfolio of support functions, including the Help Desk team (10 members), Deskside Support team (20 members), Asset Management team (5 members), Audio-Visual (AV) team (3 members), and Copy Center/Print Center team (4 members). The Manager ensures high-quality, efficiency, and customer-focused support across all channels, drives continuous improvement in service delivery, optimizes resource allocation, and aligns support operations.

From a technical perspective, the Customer Support Manager will be required to review various technical solutions and vet them with the engineering team as well as the program's solution architect. The customer support manager will be required to provide technical leadership on why any given solution should or should not be implemented. Although, not required to solely perform quality assurance or quality analysis, the individual will be required to have the experience needed to vet various solutions and hold the engineering and operations team members accountable.

From a management perspective, the customer support manager will be required to vet the current operations and engineering teams and establish gaps in the quality of support currently provided by the teams. The customer support manager will be given autonomy to make organization decisions based on performance and will communicate any organization changes to the Program and Deputy Program managers as well as the OIT Customer support Manager. Both teams will be held accountable for their performance, and the customer support manager will look for innovative ways to streamline operations and measure technical tasks such as the time to configure a server or decommission it. The customer support manager will work closely with OIT's customer support manager to build performance metrics and then report them on a weekly, monthly, or quarterly basis. The customer support manager will also be responsible for interviewing new candidates, approving time sheets, and conducting performance reviews for all IntelliDyne team members.

Key Responsibilities

• Provide executive leadership, direction, and mentorship to managers, supervisors, and team leads across all support functions (Help Desk, Deskside, Asset Management, AV, and Copy/Print Center).
• Develop and execute the overall strategy for end-user support services, including service level agreements (SLAs), KPIs, and performance metrics (e.g., first-contact resolution, ticket resolution time, customer satisfaction scores, asset utilization rates).
• Oversee daily operations of the Help Desk (remote/phone/email/ticketing support), Deskside Support (on-site troubleshooting and deployment), Asset Management (hardware/software lifecycle, inventory, procurement tracking), Audio-Visual services (meeting room support, conferencing systems, event AV setup), and Copy/Print Center (print production, scanning, mail services, equipment maintenance).
• Manage a total team of approximately 42 staff members, including hiring, onboarding, performance management, coaching, disciplinary actions, and professional development.
• Establish and maintain strong governance, processes, and standards for incident management, request fulfillment, problem management, change management, and knowledge management (using frameworks such as ITIL where applicable).
• Monitor and analyze support metrics, trends, and reporting; prepare executive-level dashboards and presentations on service performance, cost efficiency, and improvement initiatives.
• Drive continuous process improvement, automation, and self-service adoption to reduce ticket volume, enhance resolution speed, and improve user experience.
• Collaborate with other IT teams (e.g., infrastructure, security, applications), facilities, procurement, and business units to align support services with organizational needs and projects.
• Manage departmental budget, vendor relationships (e.g., hardware suppliers, AV providers, print vendors), and contract negotiations to ensure cost-effective service delivery.
• Lead major initiatives such as technology rollouts, office relocations, hardware refresh programs, AV system upgrades, and print environment optimizations.
• Ensure compliance with company policies, data security standards, asset tracking requirements, and regulatory obligations related to IT equipment and services.
• Act as the primary escalation point for complex or high-impact issues and champion a customer-first culture across all support teams.

Qualifications Required:

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field (Master's degree preferred).
• 10+ years of progressive experience in IT support/customer service operations, with at least 5 years in a leadership/management role overseeing multiple teams or functions.
• Proven experience managing Help Desk, Deskside/Field Support, and related services (asset management, AV, or print services experience strongly preferred).
• Strong understanding of IT service management best practices (ITIL Foundation certification or equivalent knowledge a plus).
• Demonstrated success in improving service metrics, implementing process improvements, and leading organizational change.

Preferred Skills & Competencies:

• Excellent leadership and people management skills with the ability to motivate and develop high-performing teams.
• Exceptional communication and interpersonal skills; ability to interact effectively with executive leadership, technical teams, and non-technical end-users.
• Strategic thinker with strong analytical and problem-solving abilities; data-driven decision-making.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and reporting/analytics platforms.
• Knowledge of hardware/software asset lifecycle management, AV/conferencing technologies (e.g., Zoom, Teams Rooms, Extron), and print management solutions.
• Budget management and vendor negotiation experience.
• Ability to thrive in a fast-paced environment and manage competing priorities.

What We Offer

• Competitive salary and performance-based bonus
• Comprehensive benefits package (health, dental, vision, 401(k), etc.)
• Opportunities for professional development and career advancement
• Collaborative and innovative work environment

To apply, please submit your resume and cover letter detailing your relevant leadership experience in multi-team support environments.

A successful candidate for this position would possess the following skills/traits:

Technical:

• Possess a broad technical skillset that encompasses multiple technical domains such as Microsoft Servers, Linux Servers, Networking, Virtualization, Storage, Datacenter customer support, Microsoft 365 Services, Databases and AWS or Azure cloud computing.
• Ability to learn various technologies quickly
• Ability to prioritize work and then execute and report the tasks on or ahead of schedule
• Ability to work with the PMO to coordinate project and operational efforts that meet the client's demands
• Ability to understand risk based on common vulnerability management principles
• Technical minded (in execution) but business focused (in planning)
• Focus on precision and detail when performing duties
• Willingness to leverage Vendor Support contracts for system changes and troubleshooting

Operational:

• Comprehensive planning, execution and documentation
• Go-Getter or Self-Starter; ability to work with light instruction
• Willingness to cross-train or mentor team members
• Ability to understand the big picture

Professional:

• Ability to shift focus and priorities on a daily basis
• Excellent written and verbal communication
• Excellent customer service skills
• Willingness to participate in lower-level support as a surge resource when needed

Managerial/Leadership:

• Ability to assist team members in improving non-technical skills
• Excellent team interaction, motivation and communication
• Willingness to provide instruction as needed but not micro-manage team members
• Ability to: understand the big picture, problem, or goal; create 50% of the solution independently; work with engineers to finalize a plan of action; and participate at an engineering and operational level as needed (i.e. fill gaps in expertise on project)

Salary: $110k - $160k