Senior Technical Support Manager

Senior Technical Support Manager

The Senior Technical Support Manager provides technical support and lead subordinates in support of engineering and technical tasking for the DDG(X) ship acquisition Program Office. Tasking includes:

• Leads technical support teams to resolve complex customer issues
• Improves Support Processes
• Manage Escalations
• Mentoring, hiring, training, and setting goals for technical support personnel
• Serving as the escalation point for critical issues, conducting root cause analysis (RCA), and implementing preventative measures
• Developing and implementing support strategies, tools, and best practices to improve efficiency
• Ensuring high levels of customer satisfaction (CSAT) and managing high-priority client relationships
• Monitoring key performance indicators (KPIs) such as ticket volume, resolution time, and quality metrics to guide decision-making
• Partnering with Product and Engineering teams to address recurring bugs and improve product quality

Compensation is anywhere from 125k to 160k annual salary based on experience.

Required Qualifications

• Must possess an active Department of Defense Secret clearance
• Master's degree Electrical Engineer, PHD in Electrical Engineering, MBA
• Minimum 15 years' experience with DoD acquisition processes, in DoD/Navy program management, Industry or Government technical management, or Industry or Government business management

Desired Qualifications

• Minimum 15 years' experience in/with electric power generation, electric power distribution, electric power conversion, control system development, computer software and hardware design and implementation, circuit analysis, magnetics, and/or fiber optics. Experience should be in conceptual and detailed design and multi-functional facilities and support systems for test and evaluation of submarine or surface ship structural configurations, machinery, and/or component designs in model and full scale.

C2 Essentials, Inc. is an Equal Opportunity Employer.