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Customer Center IT Support Manager

February 19, 2026

Job Description Customer Center IT Support Manager About the Role: 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. Responsibilities: Manage and lead the Customer Center IT support team, including hiring, training, mentoring, and performance management. Oversee day-to-day operations, ensuring timely response and resolution of tickets, incidents, and customer inquiries. Develop, implement, and monitor KPIs, SLAs, and performance metrics to ensure service quality and customer satisfaction. Establish and refine support processes, documentation standards, and escalation procedures. Serve as the primary escalation point for complex or high-impact IT support issues. Collaborate with infrastructure, applications, and security teams to address recurring problems and improve overall reliability. Manage IT support tools and platforms (ticketing, remote support, knowledge base, customer communication channels). Build and maintain a knowledge base and training resources to empower customers and reduce repeat inquiries. Provide regular reporting to IT leadership on performance, trends, and improvement opportunities. Stay current with IT support best practices, customer service strategies, and emerging technologies to strengthen the support function. Basic Qualifications for Consideration: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). 5+ years of experience in IT support/service delivery, with at least 2+ years in a supervisory or management role. Strong knowledge of Windows, macOS, mobile devices, Microsoft 365, Active Directory, and standard enterprise IT tools. Experience with support platforms and ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management, etc.). Proven ability to lead, motivate, and develop teams in a fast-paced environment. Excellent problem-solving, communication, and customer service skills. ITIL certification (Foundation or higher) preferred. Key Competencies Leadership and team development Customer service excellence Process improvement and documentation Analytical and reporting skills Cross-team collaboration Flexible Working At 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). Working For You Perks and rewards designed for you: Career 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. Great Work Environment: We are proud of our award-winning culture and the recognition we've received for our diversity efforts. Join Us At 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! 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 About Us 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. About the Team 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. For 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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