Mgr, Support Services

Davita Inc.; Herndon (VA); Remote; USD 66,000 - 117,000; Full time

Job summary

A leading company is seeking a Support Services Manager to lead their North America-based Support Services Team. This role involves overseeing high-quality customer service, driving process improvements, and collaborating globally to enhance service delivery. With proven experience in a technology company and a passionate team-oriented mindset, you can make a significant impact in this managerial position.

Benefits

Healthcare benefits

401(k) plan with company match

Paid vacation time and holidays

Short-term and long-term disability coverage

Tuition reimbursement

Qualifications

• Proven experience managing a Customer Support Team of 5-10 people.
• Experience in a Technology or Software business.
• US Citizenship required for this position.

Responsibilities

• Lead and develop a team providing high-quality Customer Care services.
• Drive process improvements for future business needs.
• Act as a key escalation point for team members and customers.

Skills

Team Player

Operational Delivery

Client Engagement

Collaboration

Use of AI

Job description

04-Jun-2025

Manager Support Services

US Remote

10331BR

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!

Position Responsibilities

We are seeking a Support Services Manager to join our high-performing team. This is a rare opportunity for a Support Services Manager to join our growing business and lead our North America-based Support Services Team for one of our most complex and highly successful global software solutions: Costpoint / Government Contracting. This role will also encompass responsibilities for other Deltek solutions, providing a broader scope and greater impact.

Key Responsibilities:

• Leadership & Development: Lead and develop a team of individuals to provide high-quality Customer Care services. Focus on team skills development, engagement, and people management to enable everyone to bring their whole selves to work, be open to learning, and thrive.

• Process Improvement & Operational Discipline: Drive process improvements and manage proactively to meet future business needs as our business grows both locally and globally.

• Escalation Management: Act as a key escalation point for team members and customers, ensuring swift and effective resolution of issues.

• Global Collaboration: Report to the Global Customer Support Director for Costpoint and collaborate with peers and colleagues in the US, India and the Philippines. Contribute to and drive broader global initiatives.

Qualifications

Qualifications:

• Experience: Proven experience in a similar role within a Technology or Software business, managing a Customer Support Team of 5-10 people.
• Skills: Strong team player with energy, enthusiasm, and keen attention to operational delivery details. Ability to read and analyze delivery reports, translating them into actionable tasks and priorities.
• Client Engagement: Enjoy client engagement, taking accountability and responsibility for the success of the Customer Support Team. Identify opportunities for improvement for both customers and the organization.
• Empowerment & Collaboration: Thrive in an empowering environment with collaboration and speed as key drivers. Work with peers across the organization to demonstrate that we are stronger together.
• Must be knowledgeable and use of AI to help streamline tasks.
• US Citizenship is Required for this position.

If this sounds like you, we'd love to hear from you!

Compensation Information

The U.S. salary range for this position is $66500.00 - $116250.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.

Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.

Travel Requirements

10%

Compliance Requirements

Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify is a registered trademark of the United States Department of Homeland Security.

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you ("Personal Data") to administer and evaluate your application. We are the "controller" of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.