Customer Support Manager

📋 Description

• Lead multi-team end-user support ops (Help Desk, Deskside, Asset Mgmt, AV, Copy/Print).
• Manage ~42 staff; hiring, onboarding, performance reviews, coaching.
• Set service levels, KPIs, and metrics; drive improved CX and cost efficiency.
• Vet tech solutions with eng and architecture; provide leadership on tech choices.
• Collaborate with IT, facilities, procurement, and business units on ops projects.
• Oversee governance, incident/change/knowledge mgmt; ITIL-aligned where applicable.

🎯 Requirements

• Bachelor's degree in IT/CS/Business or related field (Master's preferred).
• 10+ years IT support/customer service ops; 5+ years in leadership over multiple teams.
• Strong ITSM know-how; ITIL Foundation or equivalent.
• Experience with ServiceNow and Jira Service Management; data/reporting adeptness.
• Excellent communication; strategic thinker; ability to lead change and mentor teams.
• Ability to manage vendor relationships, budgets, and initiatives across teams.

🎁 Benefits

• Competitive salary and performance-based bonus
• Comprehensive benefits package (health, dental, vision, 401(k) with match)
• Flexible PTO, holidays, parental/military leave
• Professional development subsidies and mentorships
• Wellness and mental health benefits
• Collaborative and inclusive work environment