Support Operations Lead — Incident Management & KPIs

GCS Recruitment; West Palm Beach (FL); On-site; USD 150,000 - 190,000; Full time

Job summary

Keystone is modernizing its public safety software and strengthening customer support. We need a hands-on contractor to build a service management function with shared intake channels and reliable reporting.

You will collaborate with leadership, support staff, SMEs, development partners, and the portfolio team to implement the operating model while maintaining service continuity. Experience setting up or improving software support operations, including ticketing configuration, incident

Qualifications

• Proven experience setting up or improving software support operations, including hands-on ticketing configuration, incident and escalation management, KPI reporting, and team adoption.
• Experience in public safety or mission-critical environments is preferred; strong customer communication and practical judgment are essential.

Responsibilities

• Assess current support practices; select and configure ticketing tools and capture requests in a shared queue with ownership through resolution.
• Create a service catalog, categories, severity criteria, triage rules, escalation paths, and customer communication procedures.
• Build runbooks and knowledge articles; record key contacts, service owners, configurations, and interfaces; establish incident and release communications.
• Define and baseline service KPIs; establish dashboards and conduct regular service reviews with tracked actions.
• Integrate support data into Meridian; specify fields, links, data quality checks, and update cadence with the platform team.
• Train staff, support initial operation, hand over documented processes, tooling admin, and a prioritized improvement plan.

Skills

Ticketing configuration

Service management

Incident management

KPI reporting

Customer communication

Stakeholder collaboration

Tools

Ticketing tools

Meridian system

Job description

Keystone is modernizing its public safety software and strengthening customer support. We need a hands-on contractor to build a service management function with shared intake channels and reliable reporting.

You will collaborate with leadership, support staff, SMEs, development partners, and the portfolio team to implement the operating model while maintaining service continuity. Experience setting up or improving software support operations, including ticketing configuration, incident