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Support Services Manager

Company

Deltek

Location

, , philippines, , , philippines

Posted

June 03, 2026

Position Overview

Position Responsibilities

  • Team Management
    • Hire, onboard, and manage analysts through regular 1:1s, coaching, and performance reviews.
    • Support individual development plans and skill progression in line with established frameworks.
    • Address attendance, performance gaps, and day‑to‑day people issues.
  • Daily Support Operations
    • Oversee queue and workload management, scheduling, and shift coverage.
    • Monitor backlog, real‑time adherence, and case distribution.
    • Ensure the team meets defined service targets and operational expectations.
  • Customer Support Execution
    • Monitor team‑level performance metrics such as CSAT/NPS, FCR, AHT, ASA, and SLOs.
    • Identify short‑term gaps and implement corrective actions within the team.
    • Ensure consistent, high‑quality customer interactions.
  • Escalation Management
    • Triage and res...

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