Customer Support and Systems Manager

Supervises
Engineering Staff, Technicians, and Non-Clinical Staff
 

Position Summary
The Customer Support & Systems Manager is responsible for leading RM Speech’s HelpDesk operations, internal technical systems, and day-to-day office workflows. This role is highly systems-driven, focused on optimizing support delivery through Zoho Desk, managing mobile and desktop device environments, and building scalable operational processes.
This individual will own the full lifecycle of customer and internal support—from ticket intake through resolution—while leveraging data, automation, and documentation to improve performance, consistency, and user experience.
This role also ensures that all systems, processes, and device management practices operate in compliance with FDA requirements for Class II medical devices, including documentation standards, quality system expectations, and inspection readiness.
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General Expectations
•    Maintain regular, reliable, and predictable on-site attendance

•    Adhere to all company policies, procedures, and patient care protocols

•    Ensure compliance with all applicable federal, state, and professional regulations

•    Uphold and enforce company standards, policies, and procedures across all departments

•    Maintain operational readiness for FDA audits and inspections
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Key Responsibilities
HelpDesk & Customer Support Leadership (Zoho Desk)
•    Own and manage the Zoho Desk HelpDesk system, including ticket workflows, automation, reporting, and optimization

•    Ensure all customer and internal requests are properly documented, tracked, and resolved through the ticketing system

•    Configure and improve workflows, SLAs, and automation rules to streamline support operations

•    Leverage reporting and analytics to identify trends, inefficiencies, and compliance risks

•    Maintain complete and audit-ready documentation of support activities
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Process Improvement, SOP Development & FDA Compliance
•    Develop, document, and maintain Standard Operating Procedures (SOPs) across all operational, support, and technical functions

•    Ensure all processes align with FDA Quality System expectations (documentation, complaint handling, traceability, and corrective actions)

•    Translate HelpDesk data into actionable process improvements and training materials

•    Maintain audit-ready documentation to support FDA inspections and regulatory reviews

•    Identify and mitigate risks that could lead to FDA Form 483 observations
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Mobile Device Management (MDM – iPad / Nuvo Line)
•    Manage and maintain all Apple/iPad devices using SimpleMDM

•    Oversee device enrollment, configuration, security policies, and application deployment

•    Ensure all devices are standardized, secure, and compliant with operational and regulatory requirements

•    Maintain proper documentation and configuration control for all deployed devices
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Windows Device Imaging & Deployment (SmartDeploy)
•    Manage Windows device imaging, provisioning, and lifecycle using SmartDeploy

•    Maintain standardized system images to ensure consistency and compliance across devices

•    Deploy operating systems, applications, drivers, and updates

•    Ensure proper documentation and validation of deployed configurations
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Windows Device Management (PDQ / Inspire Line)
•    Manage Windows environments using PDQ for deployment, patching, and system management

•    Deploy software, updates, and scripts across devices in a controlled and traceable manner

•    Maintain system inventory, endpoint monitoring, and security compliance

•    Automate routine system updates while maintaining documentation for audit purposes
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Employee Management & Internal Operations
•    Lead and manage engineering staff, technicians, and non-clinical personnel

•    Oversee daily office operations and ensure alignment across teams

•    Monitor team performance, ticket metrics, and service quality

•    Develop and implement training programs based on SOPs and system usage

•    Conduct performance evaluations and manage staffing needs
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Order Fulfillment & Service Delivery Oversight
•    Oversee end-to-end order fulfillment processes to ensure all orders are completed accurately and within company-defined timelines

•    Manage and coordinate technician workflows related to device preparation, configuration, repair, and delivery

•    Monitor order queues, turnaround times, and backlog to ensure timely completion and delivery

•    Identify and resolve bottlenecks impacting order processing, fulfillment, or service delivery

•    Ensure all fulfillment activities are properly documented and tracked within internal systems (Zoho and related platforms)

•    Establish and enforce service-level expectations for order completion and customer delivery timelines

•    Collaborate with engineering and support teams to ensure seamless handoffs from ticketing to fulfillment

•    Continuously improve fulfillment workflows to increase efficiency, accuracy, and customer satisfaction
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Administrative & Operational Oversight
•    Ensure effective coordination between support, engineering, and administrative teams

•    Maintain accurate and up-to-date records across all systems

•    Support organizational growth by improving operational systems and infrastructure

•    Participate in strategic planning and continuous improvement initiatives
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Project Management (Zoho Projects)
•    Own and manage project tracking and execution using Zoho Projects

•    Plan, organize, and oversee operational and engineering projects from initiation through completion

•    Define project scope, timelines, milestones, and resource allocation

•    Monitor project progress to ensure delivery is on schedule and within budget

•    Identify risks, bottlenecks, and resource constraints, and implement corrective actions

•    Maintain clear documentation, status updates, and communication across stakeholders

•    Ensure alignment between project outcomes and organizational goals
Zoho Projects enables structured project planning, task tracking, time tracking, and collaboration, helping teams manage timelines, resources, and budgets while maintaining visibility into project performance.
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Regulatory & Compliance Expectations
•    Ensure all systems and processes align with FDA requirements for Class II medical devices

•    Support compliance with General and Special Controls

•    Maintain documentation, traceability, and process controls consistent with Quality System Regulations (QSR)

•    Support readiness for FDA audits, inspections, and post-market requirements

•    Identify gaps in processes that could result in compliance risks or inspection 

Preferred Qualifications
•    Experience managing a HelpDesk or customer support operation (Zoho Desk strongly preferred)

•    Experience with Mobile Device Management (SimpleMDM or similar Apple MDM platforms)

•    Experience with Windows imaging tools (SmartDeploy, MDT, SCCM, etc.)

•    Experience with Windows management tools (PDQ Deploy/Inventory or similar)

•    Familiarity with FDA-regulated environments or medical device operations

•    Strong experience developing SOPs, process documentation, and training systems

•    Proven leadership experience managing technical and administrative teams

•    Strong analytical, organizational, and problem-solving skills
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Success in This Role Looks Like
•    A highly efficient, fully documented HelpDesk system with strong accountability

•    SOP-driven operations with minimal variability and strong compliance alignment

•    Fully standardized and well-managed iPad and Windows device environments

•    Audit-ready documentation and systems aligned with FDA expectations

•    Improved response times, resolution rates, and overall service quality

•    Reduced operational risk and strong inspection readiness
 

Salary : $60,000 - $75,000