Customer Support Manager

Location: Washington, DC (Hybrid) - must be onsite4-5days per week

Status: Exempt

Overview:

The Director of Customer Support provides strategic leadership and operational oversight for the organization's end-user support services. This role manages a diverse portfolio of support functions, including the Help Desk team (10 members), Deskside Support team (20 members), Asset Management team (5 members), Audio-Visual (AV) team (3 members), and Copy Center/Print Center team (4 members). The Managerensures high-quality,efficiency, and customer-focused support across all channels, drives continuous improvement in service delivery,optimizesresource allocation, and aligns support operations.

From a technical perspective, the Customer Support Manager  willbe required to review various technical solutions and vet them with the engineering team as well as the program’s solution architect.

The customer support manager willbe required to provide technical leadership on why any given solution should or should not be implemented.

Although, notrequiredto solely perform quality assurance or quality analysis, the individual willbe required to have the experience needed to vet various solutions and hold the engineering and operations team members accountable.

From a management perspective, the customer support manager willbe required to vet the current operations and engineering teams andestablishgaps in the quality of support currently provided by the teams.

The customer support manager will be given autonomy to make organization decisions based on performance and will communicate any organization changes to the Program and Deputy Program managers as well as the OIT Customer support Manager.

Both teams will be held accountable for their performance, and the customer support manager will look for innovative ways to streamline operations and measure technical tasks such as the time to configure a server or decommission it.

The customer support manager will work closely with OIT’s customer support manager to build performance metrics and then report them on a weekly, monthly, or quarterly basis.

The customer support manager will alsobe responsible forinterviewing new candidates, approving time sheets, and conducting performance reviews for allIntelli

Dyneteam members.

Key Responsibilities

• Provide executive leadership, direction, and mentorship to managers, supervisors, and team leads across all support functions (Help Desk, Deskside, Asset Management, AV, and Copy/Print Center).
• Develop and execute the overall strategy for end-user support services, including service level agreements (SLAs), KPIs, and performance metrics (e.g., first-contact resolution, ticket resolution time, customer satisfaction scores, assetutilizationrates).
• Oversee daily operations of the Help Desk (remote/phone/email/ticketing support), Deskside Support (on-site troubleshooting and deployment), Asset Management (hardware/software lifecycle, inventory, procurement tracking), Audio-Visual services (meeting room support, conferencing systems, event AV setup), and Copy/Print Center (print production, scanning, mail services, equipment maintenance).
• Manage a total team of approximately 42 staff members, including hiring, onboarding, performance management, coaching, disciplinary actions, and professional development.
• Establish andmaintainstrong governance, processes, and standards for incident management, request fulfillment, problem management, change management, and knowledge management (using frameworks such as ITIL where applicable).
• Monitor and analyze support metrics, trends, and reporting; prepare executive-level dashboards and presentations on service performance, cost efficiency, and improvement initiatives.
• Drive continuous process improvement, automation, and self-service adoption to reduce ticket volume, enhance resolution speed, and improve user experience.
• Collaborate with other IT teams (e.g., infrastructure, security, applications), facilities, procurement, and business units to align support services with organizational needs and projects.
• Manage departmental budget, vendor relationships (e.g., hardware suppliers, AV providers, print vendors), and contract negotiations to ensure cost-effective service delivery.
• Lead major initiatives such as technology rollouts, office relocations, hardware refresh programs, AV system upgrades, and print environment optimizations.
• Ensure compliance with company policies, data security standards, asset tracking requirements, and regulatory obligations related to IT equipment and services.
• Act as the primary escalation point for complex or high-impact issues and champion a customer-first culture across all support teams.

Qualifications

Required:

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field (Master'sdegree preferred).
• 10+ years of progressive experience in IT support/customer service operations, with at least 5 years in a leadership/management role overseeing multiple teams or…