Service & Support Manager

Our client is seeking a Service & Support Manager to lead internal service operations and ensure timely, effective support for employees across the organization in NYC. This role oversees the support team, drives operational training initiatives, and ensures seamless communication around system updates and process changes. The ideal candidate will excel at issue resolution, cross-functional collaboration, and identifying opportunities to enhance operational efficiency.

Job Function

• Oversee daily internal service and support operations to ensure timely and effective issue resolution.
• Manage and mentor the support team, monitoring performance metrics and workflow efficiency.
• Lead the development, coordination, and delivery of operational training for employees.
• Communicate system updates, process changes, and new initiatives clearly and consistently across the organization.
• Partner with cross-functional leaders to support escalated issue resolution.
• Identify opportunities to streamline processes and improve the overall support function.
• Ensure support operations align with organizational goals and service standards.
• Track and report on service performance metrics to drive continuous improvement.
  
  
  

Job Requirements

• 5 years of management experience, ideally out of a call center.
• High-volume experience a must.
  
  
  

Disclosure: The hourly rates and/or salaries listed may or may not reflect total compensation packages including bonus and fringe benefits, etc., nor are the advertisement(s) posted a guarantee of a certain compensation package for a position or bona fide offer of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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