Procurement Systems Support Manager

State of Vermont; Montpelier (VT); On-site; USD 52,000 - 82,000; Full time

Job summary

The VTBuys Customer Support Manager at the State of Vermont oversees the statewide customer support team for VTBuys, Vermont's enterprise eProcurement system, ensuring effective handling of inquiries across procurement, contracts, invoices, and system workflows.

You will lead a team of Customer Support Specialists, set daily priorities, monitor service levels, and collaborate with multiple agencies to improve processes and the customer experience.

Qualifications

• Five (5) or more years of experience in accounting, auditing, business or program administration, including experience supervising, managing, or leading a team.
• Associate’s degree or higher in accounting, business, or public administration.
• Experience working with VTBuys/Ivalua.
• Experience in a call center or help desk environment.

Responsibilities

• Lead the day-to-day operations of the statewide customer support team for VTBuys.
• Provide operational leadership, establish daily priorities, coordinate workloads and escalations.
• Monitor service levels and coach staff to ensure accurate and consistent support.

Skills

Customer service

Leadership

Analytical thinking

Business process knowledge

Technical curiosity

Education

Associate degree or higher in accounting, business, or public administration

Tools

VTBuys/Ivalua

VISION/PeopleSoft

Job description

The VTBuys Customer Support Manager at the State of Vermont oversees the statewide customer support team for VTBuys, Vermont's enterprise eProcurement system, ensuring effective handling of inquiries across procurement, contracts, invoices, and system workflows.

You will lead a team of Customer Support Specialists, set daily priorities, monitor service levels, and collaborate with multiple agencies to improve processes and the customer experience.