Customer Support Operations Manager

2 weeks ago


Miami Beach, Florida, United States Maverc Technologies Full time

Join a dedicated team addressing critical Cybersecurity and IT challenges, committed to safeguarding the world's leading brands from cyber threats. At Maverc Technologies, we uphold a strong ethos rooted in our core values of accountability, support, adaptability, and focus. We are recognized as a premier partner and consultant in delivering cybersecurity and IT solutions to various governmental entities and the Intelligence Community. We are currently in search of a Customer Support Operations Manager to enhance our service delivery for one of our esteemed State Agency clients.

Key Responsibilities

The Customer Support Operations Manager will oversee and guide the customer support division to guarantee outstanding service and client satisfaction. This position encompasses strategic planning, team leadership, process enhancement, and collaboration with other departments to improve the overall customer journey. Specific responsibilities include:

  • Developing and executing project management frameworks and methodologies;
  • Creating project timelines and assigning team roles;
  • Conducting risk assessment and management;
  • Supervising daily operational activities and logistics management;
  • Identifying necessary resources;
  • Executing quality assurance reviews;
  • Addressing functional, quality, and timeline challenges appropriately;
  • Monitoring key project milestones and modifying project plans and resources as needed;
  • Facilitating communication across all organizational areas that influence the scope, budget, risk, and resources of the managed projects;
  • Coordinating status updates and ensuring the stability of project activities.
Qualifications and Experience
  • A minimum of 2 to 4 years of IT experience with a solid understanding of basic to moderately complex hardware and software products, along with strong problem-solving and troubleshooting abilities.
  • Highly self-motivated and directed.
  • Exceptional interpersonal communication skills.
  • Proficient in drafting technical documentation.
  • Bachelor's degree in Computer Science, Information Systems, or a related field; or equivalent professional experience.
  • Seven (7) to ten (10) years of IT experience, including team management, customer service, and project management in diverse environments.
  • Certification as a Project Management Professional (PMP) for five (5) to seven (7) years;
  • Experience working under general supervision for mid to senior management for at least seven (7) years;
  • Proven leadership experience in managing and executing complex projects;
  • At least two (2) years of relevant experience in IT and project management related to program areas such as reemployment services and/or community development.
Education:

Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.

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