{"id":2000920,"url":"https://alion.io/job/neumo-customer-supportcall-center-manager-on-site","title":"Customer Support/Call Center Manager (On-Site)","company":{"id":2482496,"name":"Neumo","domain":"neumo.com","url":"https://alion.io/company/neumo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"A","score":85,"open_postings":10,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":57,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-06-11T13:41:00Z","employer_posted_date":"2026-06-11","last_verified_at":"2026-11-01T20:26:57Z","board_verified":true,"closed_at":null,"days_open":143,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":142},"description":"Job Summary:\nSupports the Revenue Compliance BU to answer Help Desk calls, provide expert triage and manage resolution of customer service tickets. Maintains communication with customers through outages and service activity.\nDuties and Responsibilities:\nManage all Help Desk activity which includes responding to calls from end-user clients, logging service calls, triaging the software issues and closing the tickets whenever possible.\nRouting the tickets to the appropriate technical resource and maintaining communication with the customers and internal resources throughout the lifecycle of the service event. \nReporting on metrics such as ASA, Average Time to Respond, Mean Time to Repair.\nManage escalations to managers and technical staff as necessary. \nProvide post-event reviews and analysis. Maintain a knowledge database of service events and their respective solutions for future reference. \nDaily performance, staffing, and coaching for Tier 1 & Tier 2\nReal-time management, coaching interventions, and workload balancing\nFirst point of escalation for Tier 1 & Tier 2 agents\nPartnering with BU SME on complex issues\nDriving adherence to quality and process standards\nDrives changes into their teams (improvements in process, systems; introduces new products and customer installations)\nPerforms agent observations, coaching, and interventions (Real-time for immediate impact; Weekly for trends)\nAdministratively oversees team, including attendance, schedule adherence\nPerform other duties as assigned\nEducation and Experience:\nExperience with contact center / help desk is required\nExperience with tax and business license environment is desired\n5-10 Years of experience in Help Desk management is required.\nKnowledge, Skills and Abilities:\nKnowledge of contact center software and processes (e.g., Amazon Connect, Salesforce Service Cloud)\nAbility to maintain professional and courteous communication with end-user customers\nWork Environment:\nRequires quiet, uninterrupted ability to speak on calls with clients and internal support teams. \nPhysical Demands:\nMust be able to remain in a stationary position for most of the day\nConstantly operates a computer and other office productivity machinery, such as a printer/copy machine\nThis position needs to occasionally move about inside the office\nThe person in this position frequently communicates via telephone\nNeumo Summary:\nWith the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.\nNeumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.\nNeumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.\nNeumo is an Equal Opportunity Employer. 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