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Manager, Support Services
Manager, Support Services
Deltek's logo

Manager, Support Services

Sri Priyanka's profile picture
Posted by Sri Priyanka
8 - 12 yrs
Best in industry
Remote only
Skills
Customer Service
Customer Support
escalation
service ops
coach
support services
Technical support

Position Responsibilities:

We are seeking a Manager of Support to lead a team of 8–12 analysts (junior and/or senior) delivering timely, high-quality assistance for Deltek ERP solutions. You’ll run day-to-day operations, coach analysts, manage escalations, and use data to improve customer outcomes and team efficiency. This role has a focused “my team” scope—responsible for direct reports and their cases/performance. 


What You’ll Do 

  • Team Leadership (8–12 analysts): Hiring, onboarding, weekly 1:1s, performance reviews, coaching plans, career development. 
  • Daily Operations: Queue/workload management, workforce planning/scheduling, backlog control, real-time adherence. 
  • Customer Outcomes: Drive CSAT/NPS, First Contact Resolution (FCR), Average Handle Time (AHT), Average Speed of Answer (ASA), SLO attainment. 
  • Escalations: Triage/resolve customer escalations; partner with Engineering/Cloud Ops/Product; ensure post incident learnings. 
  • Quality & Knowledge: Implement knowledge management practices (KCS), runbooks/playbooks, QA audits, consistency of resolutions across shifts. 
  • Reporting: Weekly/monthly insights on volumes, top drivers, defects; present findings and actions to leadership. 
  • Continuous Improvement: Root cause analysis, process standardization, deflection via knowledge/automation, playbook enhancement. 
  • Compliance: Adhere to company policies and security/privacy standards; support audit readiness. 

Qualifications:

  • Experience: 5–8+ years in customer support/service ops with 2–4+ years frontline leadership; ERP/SaaS or BPO environment preferred. 
  • Domain & Tools: ERP workflows (finance, projects, time & expense); CRM (Salesforce Service Cloud/Zendesk); WFM tools. 
  • Skills: Coaching, queue management, stakeholder communication, data driven decision-making; strong written/verbal English. 
  • Availability: Comfortable with US hours; rotational weekends/holidays as Duty Manager. 

 

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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About Deltek

Founded :
1983
Type :
Product
Size :
1000-5000
Stage :
Profitable

About

Project-based businesses transform the world we live in. Deltek innovates and delivers software and solutions that power them to achieve their purpose. Our industry-specific software and information solutions maximize our customers' performance at every stage of the project lifecycle by enabling superior levels of project intelligence, management and collaboration.


Deltek is the recognized global standard for project-based businesses across government contracting and professional services industries, helping more than 30,000 organizations of all sizes deliver on their mission.


With over 4,200 employees worldwide, our team of industry experts is passionately committed to creating exceptional customer experiences.

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Shubham Vishwakarma

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