Customer Service Center Manager

Job Summary

The Customer Service Center Manager is responsible for leading the front-line technical support team ensuring efficient incident resolution optimal service delivery and exceptional customer experience. This role oversees daily helpdesk operations manages team performance and drives continuous improvement in alignment with service management best practices. The Customer Service Center Manager supervises coaches and mentors Level 1 technicians while maintaining high standards of customer satisfaction and service level agreement compliance.

Essential Duties and Responsibilities

Service Delivery Management: Manage day-to-day operations of the Level 1 team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Oversee incident logging categorization prioritization and initial troubleshooting activities. Ensure proper escalation procedures are followed for incidents requiring Level 2/3 support. Monitor ticket queues and workload distribution to optimize response times and resolution rates. Maintain high standards of customer satisfaction through quality service delivery. Coordinate with offshore and onshore teams to ensure seamless 24x7 support coverage.

Team Leadership & Development: Supervise coach and mentor Level 1 helpdesk technicians. Conduct regular performance evaluations providing constructive feedback and development plans. Lead recruitment efforts and onboarding of new team members. Foster a culture of accountability continuous learning and service excellence. Provide ongoing training to ensure team proficiency in troubleshooting methodologies and technical skills. Manage staff scheduling to ensure adequate coverage including after-hours and on-call support.

Process & Quality Management: Implement and maintain standardized processes for incident management service request fulfillment and knowledge management. Develop and enforce standard operating procedures. Monitor quality of customer interactions through ticket reviews and call monitoring. Identify opportunities for process improvements and automation to enhance efficiency. Ensure accurate documentation of incidents resolutions and known errors in the knowledge base.

Operational Excellence: Analyze support metrics and dashboards to identify performance gaps and improvement opportunities. Drive root cause analysis for recurring incidents and implement preventive measures. Collaborate with other Services and Delivery teams to improve overall service supportability. Ensure compliance with organizational policies security standards and regulatory requirements.

PLEASE NOTE: This is not an exhaustive list of all duties responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Success Profile

The ideal candidate is a hands-on leader who thrives in operational environments and isnt afraid to dig into the details. You bring structure accountability and a relentless focus on continuous improvement. You excel at translating strategic goals into daily execution using data to drive decisions and addressing performance issues head-on. You believe in empowering your team through clear expectations consistent feedback and a culture where excellence is the standard.

Physical Demands

This position often requires sitting for long periods of time standing walking using hands and arms handling office equipment speaking listening and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers scanners and computer software.

Working Environment

This is a remote position with occasional global and domestic travel required (10-20%). The role may require extended hours and participation in after-hours on-call rotation to support 24x7 helpdesk operations.

Accommodations

Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Salary Range:

$77K - $120K USD Annually

NOTE: This position is not eligible for visa sponsorship.

Notice for New York City Applicants:
For roles based in New York City RadNet/DeepHealth may use an Automated Employment Decision Tool (AEDT) to assist in candidate assessment. New York City residents may review the required AEDT notice bias audit summary and information on how to request an alternative process by contacting

Minimum Qualifications Education and Experience

Bachelors degree in Information Technology Computer Science or related field; or equivalent professional experience (minimum 3-5 years in IT support)

3 years of progressive experience in technical support or helpdesk operations

2 years of experience supervising or managing technical support teams in a help desk or service desk environment

Experience working in high-volume metrics-driven support environments

Strong understanding of service management best practices particularly incident management service request management and knowledge management

Proficiency with helpdesk/ticketing systems and IT service management (ITSM) platforms

Familiarity with remote support tools and technologies

Proficient in Microsoft Office Suite (Outlook Word Excel PowerPoint)

Experience managing different time zones and cultural contexts

Demonstrated ability to build and sustain high-performance teams

Strong coaching and mentoring skills with a track record of developing talent

Ability to hold team members accountable while maintaining morale and engagement

Proven crisis management and escalation handling capabilities

Excellent verbal and written communication skills

Strong analytical and problem-solving abilities with data-driven decision making

Ability to manage multiple priorities in a fast-paced environment

Customer-focused mindset with commitment to service excellence

Flexibility to work extended hours and participate in on-call rotation as needed

Preferred Qualifications

Experience with Jira Service Management or similar ITSM platforms

Knowledge of SaaS and cloud-based support models

Experience managing offshore teams and coordinating follow-the-sun support operations

Background in workforce management and capacity planning across multiple geographic locations

Familiarity with global support delivery models and cross-cultural team management