Support Operations Manager

Catalyst Consulting Group is Government Technology Services Vendor, headquartered in Chicago that has been servicing public sector clients for 35 years. We are unique because of the diverse skill sets which our collective team brings to our customers, including SaaS configuration, custom application development, cybersecurity, integration architecture, data migration, and management consulting. Tools in our company toolbelt include Salesforce, AWS, Java, .NET, React Native, MuleSoft, and many other platforms which we offer to deliver our customers best of breed systems that revolutionize the way they conduct internal and constituent facing interactions. We take pride in being a “one stop shop” for all our customers’ information technology needs. 

We are expanding our footprint across North America and look forward to starting many new projects in the next few months. We’re looking for a talented and driven Support Operations Manager with a proactive mindset and technical experience to join our team. You will be the vital team member connecting our clients to our support developers, working in tandem to produce technology solutions that surpass the expectations of our clients. 

We offer flexible work schedules, training reimbursements, home office assistance (including a company laptop), 100% coverage for medical, dental and vision, and paid parental leave for all full-time team members. If you have cross-functional experience working with IT teams and supporting client accounts, then we’d love to speak with you! 

Key Responsibilities  

Manage Client Support Requests 

Monitor incoming tickets, emails, and alerts 

Prioritize requests based on severity, impact, and SLA commitments 

Escalate High-Priority or Critical issues through appropriate channels 

Ensure all clients receive timely acknowledgment and updates 

Identify areas of improvement with support client relationships  

Manage Support Client Distribution Lists 

Maintain accurate distribution lists for support communications. 

Ensure clients and internal teams receive the appropriate notifications.  

Ensure Support Staffing Coverage 

Develop, maintain, and communicate the staffing calendar to ensure 24/7 coverage 

Coordinate shift assignments, time-off, and handoffs across teams 

Work with the offshore team manager in assigning developers to support incoming requests 

Coordinate System Releases  

Track ongoing product releases for clients 

Work with technical team to identify impacted clients 

Coordinate staffing to complete affected system updates 

Manage Project and Resource Allocations 

Track cross-functional staff availability for Managed Services work 

Update and review allocations and/or coordinate with the account Project Manager 

Monitor workloads and escalate resource constraints when availability issues arise 

Review and validate project-related timecards to ensure accuracy 

Create and Maintain Project Documentation and Reporting 

Build dashboards to track SLAs, response times, ticket volume, and trends 

Provide leadership with ongoing reporting and actionable insights 

Identify and Drive Process Improvement 

Assist with the creation and maintenance of support process documentation and materials 

Support continuous improvement of the Managed Services department 
 

Required Skills/Abilities  

3+ years working in business operations 

3+ years working in a technical environment or supporting technical customers 

3+ years working within a PMO or other department responsible for setting company standards and driving process improvements  

Proven leadership with a proactive mindset and hands-on approach 

Solid technical background with understanding or hands-on experience in software development and web technologies 

Excellent communication skills, both client-facing and internal 

 Strong organizational skills, including attention to detail and the ability to manage multiple tasks simultaneously 

Proficient in Microsoft Office Suite (e.g., Word, Excel, PowerPoint, Outlook) 

Experience in the public sector is a plus 

Salesforce experience and/or certifications is a plus 

Experience using JIRA is a plus 

How we’ll set you up for success 

Salary range of $115,000 to $135,000 a year* 

Ample time off (starting at 36 days) 

Company-provided computer (Mac or PC, depending on preference) 

Home office set-up assistance 

Flexible, autonomous work schedule 

Virtual and in-person social events 

Training & certification reimbursement 

Professional opportunities at fast-growing company with a sky-is-the-limit mindset 
 

* Compensation for this role varies based on several factors including qualifications, skills, competencies, location, and experience.