Manager Command Center

Role overview Lead a technical support command center serving field operations for mobility and roadway safety systems. You will manage supervisors and advanced support technicians, improve service quality and reliability, and use operational data to guide team performance and process changes.

Responsibilities - Coach, develop, and manage the performance of supervisors and technical support staff. - Work with field operations leadership to set and track goals, service measures, and improvement plans. - Support department budgeting through financial tracking and annual and quarterly forecasting. - Partner with product and engineering teams to strengthen technical support and improve system reliability. - Analyze defects and support issues, lead root cause reviews, and recommend corrective actions and operational improvements. - Use process improvement methods to improve efficiency, including evaluating automation and system upgrades.

Requirements - Bachelor’s degree. - At least three years of experience in technical support, field services, or a related area. - At least three years leading people, including setting direction, coaching, giving feedback, and developing staff. - Experience improving business processes through Lean, Six Sigma, or a similar formal method. - Strong analytical, problem-solving, organizational, and time management skills. - Effective written, verbal, and presentation skills, with a collaborative approach to management.

Nice to have - MBA, ITIL certification, or Lean Six Sigma training or certification at Green Belt or Black Belt level.