Senior Manager, Support Engineering

Ll Oefentherapie; Kansas City (MO); On-site; USD 150,000 - 190,000; Full time

Job summary

This senior leadership role heads a federal customer support organization focused on rapid, high-quality service during critical events and across the support lifecycle.

You will manage managers and individual contributors, shape the operating model, staffing strategy, and performance outcomes to scale operations.

Collaborate with Workforce Management and executive stakeholders to forecast demand, allocate resources, and drive data‑driven decisions in fast-moving, high-visibility situations.

Responsibilities

• Leads a Federal Customer Support organization overseeing escalation processes and lifecycle service delivery.
• Manages leaders and individual contributors to build leadership capacity, operational discipline, and team capability for scaling.

Job description

Leads a rapidly growing, high-visibility Federal Customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. Manages managers and individual contributors while building the leadership capacity, operational discipline, and team capability required to scale successfully.

Oversees Command Center operations and serves as a senior escalation point for complex customer-impacting issues. Ensures the organization delivers timely intake, triage, issue resolution, escalation, communication, and coordination across internal teams and customer stakeholders.

Owns the operating model, staffing strategy, performance, and operational results for the organization. Partners closely with Workforce Management and leaders across Federal and Commercial Support to plan coverage, manage changing demand, respond to volume spikes, and deploy resources where they can have the greatest business impact.

This role requires a strong operational leader who can communicate clearly with senior executives and customer stakeholders, use data to drive decisions, and lead teams through fast-moving, high-visibility situations. The leader will help shape a growing organization and create meaningful development and advancement opportunities for managers and individual contributors.