Client Support Center Manager at Intelligent Waves LLC

, , United States -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

0.0

Posted On

11 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Incident Resolution, Service Request Management, Technical Assistance, Remote Desktop Support, End-User Training, Ticketing Systems, STIG Compliance, Cybersecurity Best Practices, Continuous Improvement, Performance Metrics, Leadership, Troubleshooting, Communication, Documentation, Agile Frameworks

Industry

Information Technology & Services

Description

Overview Intelligent Waves is seeking a Client Support Center (CSC) Manager to oversee the operations and performance of the CSC across all supported locations, ensuring the delivery of high-quality IT support services. Responsibilities include incident resolution, service request management, technical assistance, remote desktop support, and end-user training to maintain consistent service levels and customer satisfaction. The Manager leads and coordinates CSC personnel, including managing scheduled rotations to remote help desk locations every three months while ensuring uninterrupted coverage. This role ensures effective use of approved ticketing systems to track, prioritize, resolve, and escalate incidents and service requests in alignment with Service Delivery Summary (SDS) priorities, timelines, and performance expectations. The Lead CSC Manager maintains compliance with applicable STIG requirements, monitors and reports help desk performance metrics, and drives continuous process improvement initiatives. The role also serves as the primary liaison between Government leadership and contractor personnel, providing regular status updates, identifying operational challenges, and recommending actionable solutions to support mission objectives. ** This position is contingent upon final contract and funding approval. 🌎 Location: San Antonio, TX ✈️ Travel: None 🛡️ Clearance Requirement: TS/SCI CI Poly Intelligent Waves delivers mission-focused multi-domain operational expertise and innovation to the Government through high-impact technology solutions in cybersecurity, data science, enterprise network & systems engineering, software development, and cognitive human performance. ANYTIME. ANYWHERE. ANY DOMAIN. Since 2006, we have proudly served federal agencies including the Department of Defense. Our ability to operate globally in a wide range of environments, coupled with our deep understanding of customer needs and requirements, enables us to provide cost-effective solutions to support the most complex missions. Adherence to all customer site protocols is mandatory for employees. Responsibilities IT Operations & Service Desk Management Manage IT operations, including service desk functions and personnel rotations. Utilize IT Service Management (ITSM) tools and reporting to manage service prioritization and escalation. Analyze key performance metrics and recommend solutions to improve help desk efficiency. Leadership & Operational Continuity Ensure effective delivery of Customer Support Center (CSC) operations through strong leadership and team coordination. Manage personnel rotations across multiple sites while maintaining operational continuity. Technical Troubleshooting & Support Perform advanced troubleshooting to resolve network, hardware, and software issues. Communication & Stakeholder Reporting Provide clear communication and thorough documentation, including real-time updates to Government leadership. Continuous Improvement & Process Optimization Apply continuous improvement methodologies such as Kanban boards, Agile frameworks (SAFe), and performance analysis techniques. Qualifications Valid Counter Intelligence (CI) Polygraph clearance. Bachelor’s degree in IT, Management, or a related field, or at least 6 years of leadership experience in IT Service Management (ITSM). DoD 8140-approved and registered IAT Level II baseline certification; Security+ CE preferred. Proven experience with ITIL frameworks and processes for incident, problem, and change management. Expertise using ticketing systems for service management, including NIPRNet, SIPRNet, and JWICS. Knowledge of STIG compliance, vulnerability management, and cybersecurity best practices. Comprehensive understanding of compliance requirements, including STIGs and service priority matrices. Benefits Intelligent Waves offers a generous benefits package including medical, dental, vision, paid PTO, life and disability insurance. We invest in our employees’ futures by contributing with vesting starting from DAY 1, technical training, tuition bonuses, and much more. Clearance Statement Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Only U.S. citizens are eligible for a security clearance. For this position, Intelligent Waves will consider only applicants with current security clearances or those eligible to obtain one. Equal Opportunity Intelligent Waves LLC is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination based on race, color, age, sex, religion, national origin, disability, military and/or veteran status, or any other class protected by applicable state or federal law. As an Affirmative Action and Equal Opportunity Employer, Intelligent Waves is committed to the full inclusion of all qualified candidates and employees. If you need reasonable accommodations for any part of the application or interview process, or to perform essential job functions, please contact humanresources@intelligentwaves.com. A Veteran-Friendly Organization #IW #CJ

Responsibilities

The Client Support Center Manager oversees the operations and performance of the Client Support Center, ensuring high-quality IT support services. Responsibilities include incident resolution, service request management, and leading personnel to maintain customer satisfaction.