Customer Support Manager
Full Time • Fully Remote - US
Benefits:
- Competitive salary
Location
Remote or Onsite
(Onsite location available in Tallahassee, Florida)
Remote or Onsite
(Onsite location available in Tallahassee, Florida)
Experience Level
Senior Level (7 or more years of relevant experience)
Role Overview
The Manager, Customer Support is responsible for leading and overseeing customer support–focused projects and operational initiatives within a multi‑platform IT environment. This role establishes project management standards, coordinates cross‑functional teams, and ensures successful delivery of work efforts aligned with business and program objectives. The position works under general direction from senior leadership and provides oversight, quality assurance, and stakeholder coordination across assigned initiatives.
Key Responsibilities
Project Management & Governance
- Establish and implement project management processes, methodologies, and standards
- Assemble project plans, schedules, and team assignments
- Identify project risks and implement risk management strategies
- Track milestones, timelines, and deliverables, adjusting plans and resources as needed
Team Leadership & Daily Oversight
- Direct and monitor daily work efforts, including logistics and resource coordination
- Identify staffing and resource needs to support project execution
- Perform quality reviews to ensure standards and objectives are met
- Provide administrative and operational support to project teams
Communication & Stakeholder Coordination
- Coordinate communication across enterprise teams impacting scope, budget, risk, and resources
- Escalate functional, quality, or timeline issues appropriately to leadership
- Coordinate and deliver regular project status reports
- Maintain visibility into project stability and operational readiness
Operational Support & Delivery Assurance
- Support approved projects as requested by program areas and approved by IT leadership
- Ensure alignment between customer support operations, IT initiatives, and business outcomes
- Promote consistency and reliability in project execution across teams
Required Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience
- 7 or more years of IT experience including team management, customer service, and production project management
- Project Management Professional (PMP) certification
- 7 or more years of experience working under general direction in mid‑level to senior‑level management roles
- Demonstrated leadership experience managing and delivering complex projects
- Experience managing projects in multi‑platform IT environments
Preferred Qualifications
- Experience supporting IT initiatives related to public service, workforce, or community development programs
- Experience working closely with program areas such as reemployment services or community development
- Experience overseeing customer support or service delivery organizations
Core Skills & Attributes
- Strong leadership and decision‑making skills
- Excellent organizational and prioritization abilities
- Strong communication skills, both written and verbal
- Ability to manage multiple initiatives concurrently
- Strong risk management and problem‑solving capabilities
- Collaborative and stakeholder‑focused approach
- High attention to quality, timelines, and accountability
This is a remote position.
Established in 2004, Smart Tech Skills is a top technology and professional services firm specializing in innovative technologies.
Headquartered in Marlborough, MA, the company effectively addresses clients’ technology needs nationwide, making advanced technology management easier.
Headquartered in Marlborough, MA, the company effectively addresses clients’ technology needs nationwide, making advanced technology management easier.
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