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Job Details


Technical Support Manager Senior



Full Time

On Site


Albuquerque, New Mexico, United States


This position description is subject to change at any time as needed to meet the requirements of the program or company.
Technical Support Manager Senior is responsible for managing multiple contract operations, ensuring quality standards and work performance on all task orders and projects; planning, organizing and overseeing work efforts; assigning resources; managing personnel; providing risk management; ensuring quality management; monitoring overall project and contract performance. Responsible for ensuring senior level management within the client organization, is aware of overall program status, including all relevant projects and their potential impact on higher level organizational strategic vision, this may include subject matter and unique technical knowledge). Ensures all work is performed in accordance with (IAW) the terms and conditions of the contract and consistently within the established standards in this PWS and contract. Drive excellence by performing detailed analysis of department metrics and customer satisfaction data and determining actions to meet or exceed performance requirements. Develop new and/or improved processes based on corporate and customer feedback. Prioritize team and departmental objectives to ensure company goals are met or exceeded. Manage a multitude of customer and database management issues and departmental projects simultaneously in conjunction with other departments, develop, implement, and maintain customer self-help tools that allow customers to address their own support issues without having to contact a support team member. Ensure training requirements are sufficient for all team members to develop and grow individual and departmental skills. Ability to effectively manage and coordinate remote personnel. Ensure proper adherence to all process and procedures, program management, and sales & marketing programs as applicable to customer service department. Facilitate communication within cross-functional teams to include executive level communicatThe ion and presentation of data. Manage case escalations from sales personnel as well as customers. Uphold company Privacy Policy guidelines regarding any-and-all customer data. Review customer satisfaction surveys for your team and respond to surveys that require management attention. Regularly conduct team meetings and 1-on-1 meetings with your direct reports. Special projects as assigned.


Major Job Activities:

• Manage Customer Expectations and Customer Relationships.
• Manage all Aspects of Contract Execution.
• Assume and manages Fiscal Responsibility for all Contract Actions.
• Ensure Accurate and Responsive Reporting on all program metrics.
• Manage Key Personnel Actions/Activities.
• Provide timely feedback to direct reports regarding positive and negative performance.
• Address all personnel issues in a timely and professional manner.
• Conduct ongoing mentoring and coaching to ensure annual performance goals are met.
• Optimize staff efficiency to ensure team coverage meets customer service level targets.
• Effectively manage employee perceptions regarding necessary corporate changes..
• Develop and coach team leads to handle supervisor responsibilities for their team’s staff
• A high degree of professional conduct with excellent telephone skills.
• Ability to effectively communicate with all levels of customer experience & ability.
• Advanced proficiency with all Microsoft Office products (Word, Excel, Outlook & PowerPoint).
• Experience using Salesforce, or similar CRM systems and database management.
• Strong written, oral, and presentation skills.

Material & Equipment Directly Used:

• Office computers and equipment, telephones, radios, Microsoft Office suite of tools, spreadsheets and database outputs and reporting, virtual data sharing platforms (e.g., SharePoint, Teams, etc.) and other forms of remote worksharing tools.

Working Environment:

• Primarily performed in an office environment, with work in virtual space, as well as operations centers, network/server rooms, and other datacenter environments.
• The Technical Support Manager Senior must be available during duty hours Monday through Friday, except Federal holidays, or when the Government installation/facility is closed for administrative reasons.

Physical Activities:

• Must be able to sit, stand, and work at a computer for long periods of time.


Minimum Qualifications:

Education / Certifications:

• U.S. Citizen.
• Abiltiy to obtain a Secret Clearance.
• Bachelor’s Degree in technology or computer science preferred.


• Minimum of seven (7) years’ experience in IT management on multiple projects/tasks.
• Broad knowledge and experience managing relationships with senior level management within the client organization.
• Experience with or knowledge of programming languages and operating systems (MS Exchange, Active Directory, and other Windows-based systems), current equipment and technologies, NIST Risk Management Framework (RMF) environments, enterprise backup and recovery procedures, and system performance monitoring.

Skills & Technology Used:

• Microsoft Office.
• Microsoft Teams.

Supervisory / Budget Responsibilities:

• May supervise first tier manager/supervisors/leads.
• May be esponsible for some fiscal/budget actions.

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.