Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
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Customer Center IT Support Manager
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About the Role:
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We are seeking an experienced Customer Center IT Support Manager to lead our IT support team in delivering exceptional technical service to both internal users and external customers. The ideal candidate will combine strong technical expertise with excellent leadership and communication skills to ensure timely resolution of issues, seamless customer experience, and continuous improvement of support operations.
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Responsibilities:
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Manage and lead the Customer Center IT support team, including hiring, training, mentoring, and performance management.
\n \n \nOversee day-to-day operations, ensuring timely response and resolution of tickets, incidents, and customer inquiries.
\n \n \nDevelop, implement, and monitor KPIs, SLAs, and performance metrics to ensure service quality and customer satisfaction.
\n \n \nEstablish and refine support processes, documentation standards, and escalation procedures.
\n \n \nServe as the primary escalation point for complex or high-impact IT support issues.
\n \n \nCollaborate with infrastructure, applications, and security teams to address recurring problems and improve overall reliability.
\n \n \nManage IT support tools and platforms (ticketing, remote support, knowledge base, customer communication channels).
\n \n \nBuild and maintain a knowledge base and training resources to empower customers and reduce repeat inquiries.
\n \n \nProvide regular reporting to IT leadership on performance, trends, and improvement opportunities.
\n \n \nStay current with IT support best practices, customer service strategies, and emerging technologies to strengthen the support function.
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Basic Qualifications for Consideration:
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Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
\n \n \n5+ years of experience in IT support/service delivery, with at least 2+ years in a supervisory or management role.
\n \n \nStrong knowledge of Windows, macOS, mobile devices, Microsoft 365, Active Directory, and standard enterprise IT tools.
\n \n\n\n \nExperience with support platforms and ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management, etc.).
\n \n \nProven ability to lead, motivate, and develop teams in a fast-paced environment.
\n \n \nExcellent problem-solving, communication, and customer service skills.
\n \n \nITIL certification (Foundation or higher) preferred.
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Key Competencies
\n \n \nLeadership and team development
\n \n \nCustomer service excellence
\n \n \nProcess improvement and documentation
\n \n \nAnalytical and reporting skills
\n \n \nCross-team collaboration
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Flexible Working
\n \n \nAt Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role, you can expect the following working conditions:
Tethered work: Enjoy the convenience of working from home while living within an easy travel distance to the Conduent location where the work is being performed (distance varies based on location and job).
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Working For You
\n \n \nPerks and rewards designed for you:
\n \n \nCareer Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
\n \n \nGreat Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.
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Join Us
\n \n \nAt Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:
Bring your authentic self to work
Grow and thrive, both personally and professionally
Make a difference with our clients, in our communities, and with the millions of people we support
When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!
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Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $89,436 - $116,150
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Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
\nFor US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.