Contact Center Manager, Client Services

About the role

Titan Technologies is seeking a Contact Center Manager (CCM) to lead the day-to-day management, performance, and continuous improvement of Service Desk and Contact Center operations across a multi-year statewide managed IT services engagement.

Responsibilities

• Direct day-to-day operations of a 24x7x365 Service Desk and Contact Center environment, ensuring consistent service delivery across all support channels.
• Manage workforce scheduling, staffing coverage, workload distribution, and escalation processes to maintain uninterrupted support services.
• Ensure Service Desk personnel adhere to established operational procedures, customer interaction standards, documentation requirements, and service management processes.
• Monitor service demand and adjust staffing, workflows, and operational priorities to address changing business needs and customer requirements.
• Cook up operational communications with client stakeholders regarding service performance, planned activities, staffing updates, operational risks, and improvement initiatives.
• Serve operational readiness during peak demand periods, emergency events, and business continuity situations.

Requirements

• 5+ years of experience in a Service Desk, Contact Center, or customer support environment.
• 2+ years of experience leading or managing Service Desk, Contact Center, or customer support teams.
• Demonstrated experience managing 24x7x365 operational environments.
• Working knowledge of ITIL-based service management practices, including incident management, problem management, request fulfillment, and continuous improvement.
• Experience managing cloud-based CCaaS platforms and contact center technologies - configuring routing rules, IVR call flows, ACD logic, and real-time reporting dashboards.
• Experience administering quality assurance programs, performance monitoring processes, and customer satisfaction initiatives.
• Proficiency with ServiceNow or comparable IT service management platforms.
• Experience managing operational performance against established service delivery objectives and contractual requirements.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills with the ability to present operational information to leadership and client stakeholders.
• Ability to pass a Level 2 background investigation.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent professional experience.

Skills

• ITIL Foundation certification or higher
• HDI Support Center Manager (HDI-SCM) certification or equivalent contact center leadership certification.
• Experience with Genesys Cloud CX or comparable CCaaS platforms including IVR scripting, ACD configuration, and AI chatbot management.
• Experience with ServiceNow ITSM, Knowledge Management, Performance Analytics, and reporting capabilities.
• Experience supporting government, public sector, or large enterprise managed services environments – Maryland State government experience is a plus.
• Experience leading remote or hybrid workforce models.
• Experience implementing customer experience, workforce optimization, automation, or self-service initiatives.
• Familiarity with accessibility, security, and compliance frameworks applicable to public sector service delivery environments.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.