SupportCenter Manager

Position Summary

As an Optimal SupportCenter Manager your role is to oversee the SupportCenter team (Tier 1, 2, and 3 Specialists) and ensure that clients are receiving the appropriate assistance. Working remotely and at our Rockville Office, you will be responsible for managing all procedures related to the identification, prioritization, and resolution of end user service requests, including monitoring, tracking and coordination of Support Center functions.

Location: Hybrid at Rockville Office between 2–4 days
Scheduled Weekly Hours: 40 (Full Time)
Travel Required: Less than 5%
Pay Range: $110,000–$130,000 annually

Responsibilities

This position has the following responsibilities:

• Lead the team on day-to-day Support Center duties and responsibilities.
• Monitor, report, and act on Key Performance Indicators for Support Center performance at both the team and individual level.
• Evaluate and assess service delivery performance metrics; derive actions and plans based on analysis.
• Observe operation techniques to determine their effectiveness; implement new techniques when existing ones prove ineffective.
• Ensure service delivery is of high quality; perform Quality Control analysis on incident and service request delivery (delivery notes, documentation, phone call recordings, etc.) and provide feedback and coaching where necessary.
• Review all client complaints, rectify issues, and liaise with appropriate departments to resolve complex issues and deliver effective solutions.
• Oversee resource scheduling and rostering to ensure adequate Support Center coverage during defined support times.
• Manage workload distribution to ensure efficient response/action and equitable allocation of work across the team.
• Provide reviews, postmortems, and Root Cause Analyses as needed following incidents impacting multiple users.
• Deliver upstream reporting and analysis on Support Center performance and quality.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.

Reporting Relationship

Reports to: Vice President of Operations

This role has four (4) direct reports:

• Support Center Specialist
• Support Center Specialist 2
• Support Center Specialist 3
• Support Center Team Lead

Attributes

To be successful in this position, the employee will demonstrate the following attributes:

• Leader. Inspire your team and provide expert guidance to ensure that the team remains motivated and outcome-focused.
• Attention to detail. Meticulously identify typos, grammatical mistakes, database errors, or incorrect calculations.
• Analytical. Draw meaningful conclusions from data, identifying patterns, trends, and correlations to support decision-making.
• Problem Solver. Address root causes, not just symptoms, to ensure lasting solutions.
• Scrupulous, ethical, and honest. Demonstrate reliability, accountability, and trustworthiness in all dealings.

Skills, Qualifications, and Experience

Skills

Mandatory

• Strong knowledge of customer service practices and procedures.
• Strong interpersonal and communication skills; able to translate technical issues for non-technical audiences.
• Excellent organizational skills.
• Experience coaching and/or mentoring staff; ability to guide team members on effective approaches.
• Experience managing others: setting goals and KPIs, measuring performance, and correcting deficiencies.
• Proven ability to work effectively within a team and collaborate toward shared goals.
• Knowledge and understanding of IT service delivery frameworks (ITIL, ISO20k).

Desirable

• Demonstrated knowledge of Microsoft Windows Desktop OS, Microsoft 365, collaboration tools, antivirus software, and similar business-critical technologies.
• Proficiency in networking standards and internet protocols (DNS, TCP/IP, LDAP).

Qualifications

Mandatory

• Bachelor’s Degree in Computer Science, Information Technology, or a relevant field.

Desirable

• ITIL v4 Foundations Certification.
• HDI Support Center Team Lead (HDI-SCTL) or Support Center Manager (HDI-SCM).
• CompTIA A+, Network+, or Security+.

Experience

Mandatory

• 5+ years of Service or Help Desk experience providing IT support.
• 2+ years in a leadership role managing Service or Help Desk operations.
• 2+ years of Managed Service Provider (MSP) experience in a Service or Help Desk role.