Mgr, Support Services

24-Nov-2025

US Remote, US Tampa, FL

10598BR

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

The Support Services Manager is responsible for working with clients both internal and external to drive outstanding issues to resolution. In this role you will be working directly with the Director of Support Services to set goals, help our support team provide high quality, professional and courteous service to our customers. Help drive processes and policies that elevate performance feedback to promote a culture of learning and growth. Lead and manage cross organizational projects and initiatives. Drive to meet or exceed goals and statistics as set by upper management and provide regular updates on how the team is performing. Proactively communicate key customer issues to leadership.

This role includes:

• Managing and leading a team of Support Services Analysts where you would be asked to ensure your team is providing high quality, professional and courteous services to customers.
• Act as a direct liaison with other internal business units on Support Services's behalf.
• Provide on-going coaching to team members in order to resolve issues, empower employees, and give performance feedback that promotes a culture of learning and growth.
• May travel to customer sites on rare occasions.
• May be required to provide on-call support on weekends or overnight.

Qualifications

Qualifications:

• Expected to be able to demonstrate advanced project management experience in planning and organizing data from various sources into concise, relevant information.
• Must demonstrate the ability to effectively present this information both to internal and external customers.
• Must be able to utilize advanced Support Services principles to develop processes and policies that result in improvement of team's performance metrics
• Demonstrate ability to effectively manage multiple projects at the same time
• Advanced understanding of Support Services systems (RNT, CIC, etc.)
• Excellent communication skills with ability to develop and maintain positive relations with customers

Critical Skills/Experience:

• Bachelor's degree or equivalent related experience (minimum 3 years in support or consulting role) preferred
• Proven work experience as a leader or manager
• Advanced knowledge of Customer Success principles
• Advanced knowledge of support performance metrics
• Excellent oral and written communications skills
• Ability to manage customer facing groups with several direct reports
• Ability to manage projects
• Ability to establish, update and document process and procedures
• Ability to monitor and trend report metrics and communicate recommended adjustments
• Working knowledge of MS Office programs such as excel, word, etc.
• Working knowledge of Gen AI tools preferred

Compensation Information

The U.S. salary range for this position is $66500.00 - $116250.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.

Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.

Travel Requirements

10%

Compliance Requirements

Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify is a registered trademark of the United States Department of Homeland Security.

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.