Customer Support Director — Hybrid IT Operations Leader

Socket.dev; Washington (District of Columbia); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonus

Benefits package

Job summary

Socket.dev is seeking a Customer Support Manager in Washington, DC. The role leads the Help Desk, Deskside, Asset Management, AV, and Copy/Print teams, ensuring outstanding user support and measurable performance. Hybrid onsite schedule with leadership responsibilities and budget oversight.

You will partner with engineering, security, and operations to vet solutions, drive process improvements, and deliver executive dashboards on service metrics and cost efficiency.

Qualifications

• Bachelor's degree in IT, business, CS or related field.
• 10+ years in IT support with at least 5 years in a leadership/management role overseeing multiple teams.
• Proven experience managing Help Desk, Deskside/Field Support, and related services (asset management, AV, or print services experience strongly preferred).
• Strong understanding of IT service management best practices (ITIL Foundation certification or equivalent knowledge a plus).
• Demonstrated success in improving service metrics, implementing process improvements, and leading organizational change.

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, asset utilization rates).
• 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 and maintain strong governance, processes, and standards for incident management, request fulfillment, problem management, change management, and knowledge management (using 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 (infrastructure, security, applications), facilities, procurement, and business units to align support services with organizational needs and projects.
• Manage departmental budget, vendor relationships, 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.

Skills

Leadership

Team management

Strategic planning

Stakeholder communication

Data-driven decision making

ITIL/ITSM

ServiceNow/Jira Service Management

AV technologies

Print management

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Jira Service Management

AV technologies

Print management

Job description

Socket.dev is seeking a Customer Support Manager in Washington, DC. The role leads the Help Desk, Deskside, Asset Management, AV, and Copy/Print teams, ensuring outstanding user support and measurable performance. Hybrid onsite schedule with leadership responsibilities and budget oversight.

You will partner with engineering, security, and operations to vet solutions, drive process improvements, and deliver executive dashboards on service metrics and cost efficiency.