Deltek
Website:
deltek.com
Job details:
Company Summary
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com
Business Summary
Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!
Position Responsibilities
We are seeking a Manager of Support to lead a team of 8–12 analysts (junior and/or senior) delivering timely, high-quality assistance for Deltek ERP solutions. You’ll run day-to-day operations, coach analysts, manage escalations, and use data to improve customer outcomes and team efficiency. This role has a focused “my team” scope—responsible for direct reports and their cases/performance.
What You’ll Do
- Team Leadership (8–12 analysts): Hiring, onboarding, weekly 1:1s, performance reviews, coaching plans, career development.
- Daily Operations: Queue/workload management, workforce planning/scheduling, backlog control, real-time adherence.
- Customer Outcomes: Drive CSAT/NPS, First Contact Resolution (FCR), Average Handle Time (AHT), Average Speed of Answer (ASA), SLO attainment.
- Escalations: Triage/resolve customer escalations; partner with Engineering/Cloud Ops/Product; ensure post incident learnings.
- Quality & Knowledge: Implement knowledge management practices (KCS), runbooks/playbooks, QA audits, consistency of resolutions across shifts.
- Reporting: Weekly/monthly insights on volumes, top drivers, defects; present findings and actions to leadership.
- Continuous Improvement: Root cause analysis, process standardization, deflection via knowledge/automation, playbook enhancement.
- Compliance: Adhere to company policies and security/privacy standards; support audit readiness.
Qualifications
- Experience: 5–8+ years in customer support/service ops with 2–4+ years frontline leadership; ERP/SaaS or BPO environment preferred.
- Domain & Tools: ERP workflows (finance, projects, time & expense); CRM (Salesforce Service Cloud/Zendesk); WFM tools.
- Skills: Coaching, queue management, stakeholder communication, data driven decision-making; strong written/verbal English.
- Availability: Comfortable with US hours; rotational weekends/holidays as Duty Manager.
Position Type
FT
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.
Click on Apply to know more.