Manager of Customer Support (Remote)

Become part of a team solving the most significant Cybersecurity & IT Challenges and helping keep the world’s largest and most elite brands safer from cyber threats. At Maverc we have a powerful mindset based on our core values of being accountable, helpful, adaptable, and focused. Maverc Technologies is a proven and effective small business partner and consultant, recognized as a leader in providing cyber security and IT services to the Federal, State, and local Government and within the Intelligence Community. Maverc Technologies is seeking a Manager of Customer Support to support one of our State Agency customers.

Job Duties And Responsibilities

The Manager of Customer Support is responsible for overseeing and leading the customer support team to ensure exceptional service delivery and customer satisfaction. This role involves strategic planning, team management, process improvement, and collaboration with other departments to enhance the overall customer experience. Other duties include:

• Establishing and implementing project management processes and methodologies;
• Assembling project plans and teamwork assignments;
• Performing Risk Identification and Management
• Directing and monitoring work efforts on a daily basis: Logistics management;
• Identifying resource needs;
• Performing quality reviews
• Escalating functional, quality, timeline issues appropriately;
• Tracking key project milestones and adjusting project plans and/or resources;
• Coordinating communication with all areas of the enterprise that impacts the scope, budget, risk and resources of the work effort being managed; and Coordinating status reports and stability of project area work efforts.
  
  
  

Qualifications And Experience

• Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving/ troubleshooting skills.
• Exceptionally self-motivated and directed.
• Excellent interpersonal skills.
• Ability to write technical documentation.
• Bachelor’s degree in Computer Science, Information Systems, or other related field; or equivalent work experience;
• Seven (7) to ten (10) years of IT experience including managing teams, customer service, and production project management in multi-platform environments
• Certified as a Project Management Professional (PMP) for five (5) to seven (7) years;
• Experience in working under general direction for mid to senior management for at least seven (7) years;
• Leadership experience with managing and completing complex projects; and
• Contractor shall posses at least two (2) years of working experience with IT and project management as it pertains to program areas such as reemployment services and/or community development.
  
  
  

Education:

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.