IT Customer Support Manager

job summary:

Are you a data-driven, people-focused IT leader who thrives on building high-performing support teams? A prominent, fast-growing staffing and services firm is seeking an experienced IT Customer Service Manager to lead a dynamic Service Center and Tech Support team for one of our premier clients.

In this role, you will oversee the deployment, maintenance, and rapid resolution of all computing endpoints. You will directly manage, coach, and develop two key supervisors (Service Center and Technical Support) and their respective tiers of support analysts. If you are passionate about driving First Contact Resolution (FCR), establishing industry best practices, and building executive-level client relationships, we want to hear from you.

location: Davenport, Iowa

job type: Permanent

salary: $70,000 - 75,000 per year

work hours: 9am to 5pm

education: Bachelors



responsibilities:

• Team Leadership & Development: Hire, train, mentor, and manage the performance of the Service Center Supervisor, Tech Support Supervisor, Service Desk Analysts, and Customer Support Technicians.
• Operational Excellence: Direct daily workflows, optimize resource allocation, and ensure consistent application of organizational policies across all computing endpoint support efforts (deployment and break-fix).
• Incident & Escalation Management: Champion a culture centered on First Contact Resolution (FCR) and Total Ownership to Resolution (TOR). Coordinate seamlessly with advanced infrastructure and systems administration teams to escalate remaining complex issues.
• Client & Executive Relations: Act as a key point of contact for the client's executive leadership team. Interface directly with the client's CIO during recurring checkpoint meetings and step in for the Director of Dedicated Client Services when needed.
• Metrics & SLA Management: Analyze, compile, and produce quarterly performance metrics. Track Service Level Agreements (SLAs), issue types, and resolution response times to continuously improve support delivery.
• Knowledge Management & Training: Analyze common issue trends to coordinate the creation of self-help documentation, knowledge-base articles, procedural guidelines, and team training content.
• Project Management: Lead and participate in internal technical projects utilizing departmental tracking software and Agile workflow methodologies.

qualifications:

- Minimum of 3-5 years of experience directly managing IT service desks, help desks, or technical customer support operations.

- Demonstrated track record of coaching supervisory-level staff and managing the performance of multi-tier technical support teams.

- Strong background in capturing, analyzing, and reporting on help desk KPIs, SLAs, ticket trends, and operational metrics to stakeholders.

- Exceptional communication skills with a proven ability to confidently interface with C-level executives (e.g., CIOs) and departmental stakeholders.

- Deep familiarity with Agile workflows and operational frameworks geared towards maximizing First Contact Resolution (FCR).

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.