Customer Center IT Support Manager

Customer Center IT Support Manager

About the Role:

We are seeking an experienced Customer Center IT Support Manager to lead our IT support team in delivering exceptional technical service to both internal users and external customers. The ideal candidate will combine strong technical expertise with excellent leadership and communication skills to ensure timely resolution of issues seamless customer experience and continuous improvement of support operations.

Responsibilities:

Manage and lead the Customer Center IT support team including hiring training mentoring and performance management.

Oversee day-to-day operations ensuring timely response and resolution of tickets incidents and customer inquiries.

Develop implement and monitor KPIs SLAs and performance metrics to ensure service quality and customer satisfaction.

Establish and refine support processes documentation standards and escalation procedures.

Serve as the primary escalation point for complex or high-impact IT support issues.

Collaborate with infrastructure applications and security teams to address recurring problems and improve overall reliability.

Manage IT support tools and platforms (ticketing remote support knowledge base customer communication channels).

Build and maintain a knowledge base and training resources to empower customers and reduce repeat inquiries.

Provide regular reporting to IT leadership on performance trends and improvement opportunities.

Stay current with IT support best practices customer service strategies and emerging technologies to strengthen the support function.

Basic Qualifications for Consideration:

Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).

5 years of experience in IT support/service delivery with at least 2 years in a supervisory or management role.

Strong knowledge of Windows macOS mobile devices Microsoft 365 Active Directory and standard enterprise IT tools.

Experience with support platforms and ticketing systems (e.g. ServiceNow Zendesk Jira Service Management etc.).

Proven ability to lead motivate and develop teams in a fast-paced environment.

Excellent problem-solving communication and customer service skills.

ITIL certification (Foundation or higher) preferred.

Key Competencies

Leadership and team development

Customer service excellence

Process improvement and documentation

Analytical and reporting skills

Cross-team collaboration

Flexible Working

At Conduent we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role you can expect the following working conditions:

Tethered work: Enjoy the convenience of working from home while living within an easy travel distance to the Conduent location where the work is being performed (distance varies based on location and job).

Working For You

Perks and rewards designed for you:

Career Growth Opportunities: We help you thrive so together we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.

Great Work Environment: We are proud of our award-winning culture and the recognition weve received for our diversity efforts.

Join Us

At Conduent we are one team one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:

Bring your authentic self to work
Grow and thrive both personally and professionally
Make a difference with our clients in our communities and with the millions of people we support

When you join Conduent you are engaged in creating the future - both our companys and your own. With more than 60000 associates across 24 countries we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and addition to base pay this position based on business need may be eligible for a bonus or addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $89436 - $116150