{"id":4291765,"url":"https://alion.io/job/fortna-manager-software-sustainability","title":"Manager, Software Sustainability","company":{"id":2201382,"name":"FORTNA","domain":"fortna.com","url":"https://alion.io/company/fortna","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":70,"open_postings":30,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-13T23:31:49Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T23:31:49Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.\nAt FORTNA, we believe in fostering a workplace that isn't just a job but a movement - a collective effort to redefine success and transform challenges into opportunities. \"Join the Movement\" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.\nAbout the job\nFORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.\nResponsibilities:\n\nOversee the day-to-day operations of the technical support team: This includes managing schedules, assigning tasks, and monitoring team members’ performance. The Manager is responsible for ensuring that the team is functioning efficiently and effectively, addressing any issues or obstacles that may arise, and providing guidance and support as needed.\nDevelop and implement procedures for effective customer support: This involves creating policies and procedures that ensure customers receive the best possible support when they encounter issues or have questions about our products. The Manager is responsible for continuously evaluating and improving these procedures based on feedback and performance metrics.\nCollaborate with other departments to identify product issues and improvements: The Manager works closely with product development, sales, and other departments to identify and resolve product issues, and to make improvements based on customer feedback. This collaboration is crucial for ensuring that our products meet customer needs and expectations.\nManage the hiring, training, and development of the technical support team: The Manager is responsible for recruiting and hiring new team members, providing training and professional development opportunities, and fostering a positive and productive work environment. This includes conducting performance reviews, providing constructive feedback, and promoting a culture of continuous learning and improvement.\nSet and monitor performance goals for the technical support team: The Manager establishes clear and measurable performance goals for the team, monitors progress, and provides feedback and coaching to help team members achieve their goals. This includes tracking key performance indicators (KPIs) and implementing strategies to improve performance.\nEnsure customer satisfaction through prompt and effective resolution of issues: The Manager ensures that customer issues are resolved quickly and effectively, and that customers are satisfied with the support they receive. This includes monitoring customer feedback, addressing complaints, and implementing strategies to improve customer satisfaction.\nPrepare reports on support activities and effectiveness: The Manager regularly reports on the activities and effectiveness of the technical support team, providing insights and recommendations for improvement. This includes analyzing performance data, identifying trends and patterns, and making data-driven decisions to improve support operations.\nQualifications:\n\nBachelor’s degree in Computer Science, Engineering, or a related field: A solid educational background in a relevant field is essential for understanding the technical aspects of the role. This includes knowledge of computer systems, software applications, and customer support principles.\nProven experience in a technical support leadership role: Previous experience leading a technical support team is crucial for understanding the challenges and responsibilities of the role. This includes experience with team management, customer support operations, and performance management.\nStrong understanding of the industry and emerging trends: The Manager needs to stay up-to-date with the latest industry trends and technologies to provide effective support and stay ahead of customer issues. This includes knowledge of current best practices, emerging technologies, and industry standards.\nExcellent problem-solving and communication skills: The Manager must be able to solve complex technical problems and communicate effectively with both team members and customers. This includes strong verbal and written communication skills, as well as the ability to explain complex concepts in a clear and understandable way.\nAbility to manage and lead a team effectively: Strong leadership and management skills are essential for leading the team and ensuring they perform at their best. This includes skills in team building, conflict resolution, and performance management.\nStrong customer service skills: Excellent customer service skills are crucial for ensuring customer satisfaction and maintaining a positive company reputation. This includes skills in customer relationship management, customer satisfaction measurement, and complaint resolution.\nThis job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.\nIt is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. 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