{"id":3702371,"url":"https://alion.io/job/telligen-senior-support-manager","title":"Senior Support Manager","company":{"id":688043,"name":"Telligen","domain":"telligen.com","url":"https://alion.io/company/telligen","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Communications","role_family":"Communications","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oak Brook, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":105000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T15:26:20Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-08T08:56:57Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"As the Senior Support Manager, you will serve as the Customer Service Director for the Illinois Targeted Case Management Program (IL TCMP) contract. This pivotal role is responsible for overseeing and optimizing customer service operations to ensure exceptional support and satisfaction for community members. You will lead a dynamic team, including community liaisons, grievances & appeals specialists, and a team of contact center client service specialists.\nThis is a hybrid position, requiring onsite days on Mondays and Fridays, from either our Oak Brook, IL office or West Des Moines, IA office.\nThe Illinois Tailored Care Management Program helps individuals with complex health and social needs transition from nursing facilities and Specialized Mental Health Rehabilitation Facilities (SMHRFs) to community-based living. Through person-centered care management and coordinated support services, the program empowers members to live more independently and thrive in their communities.\nWhat You'll Do:\nLeadership and Management:\nDirect and manage the Customer Service team, including four Community Liaisons, one Contact Center Supervisor\nProvide dotted-line management and support to the marketing specialist to align customer service efforts with marketing initiatives\nStrategic Planning:\nDevelop and implement strategies to enhance customer service delivery and client satisfaction under the IL TCMP contract\nIdentify areas for process improvement and lead initiatives to streamline operations and increase efficiency\nCommunity Engagement:\nSupervise Community Liaisons to ensure effective outreach and engagement within the community\nFoster strong relationships with community stakeholders to support program goals and client needs\nTeam Collaboration:\nWork closely with the Contact Center Supervisor to manage day-to-day operations and ensure high levels of service\nPerformance Monitoring:\nMonitor team performance metrics and implement corrective actions as needed to meet service level agreements (SLAs) and performance targets\nConduct regular training and development sessions to enhance team skills and knowledge\nStakeholder Communication:\nServe as the primary point of contact for client service-related matters, liaising with internal and external stakeholders as required\nPrepare and present reports on team performance, client satisfaction, and operational metrics to senior management\nRequired Skills and Experience:\nFour-year degree in Computer Science or Information Systems, business or related field and/or equivalent training and/or experience\n3 - 5 years’ experience in providing end user support\n7 - 10 years’ experience managing a professional support staff\nAbility to travel locally and overnight up to 20%\nThis is a hybrid position, requiring onsite days on Mondays and Fridays, from either our Oak Brook, IL office or West Des Moines, IA office.\nPreferred Skills and Experience:\nExperience with government contracts preferred","description_format":"text","description_chars":2955,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Care Coordination & Population Health","Healthcare & Life Sciences Consulting"],"lifecycle":[{"event":"open","at":"2026-11-03T19:59:17Z"}],"visa":[],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":4,"expected_fill_days":24,"reasons":["conf:0","wave","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":true},"html_url":"https://alion.io/job/telligen-senior-support-manager","json_url":"https://alion.io/job/telligen-senior-support-manager.json","meta":{"generated_at":"2026-11-08T10:51:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23352,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688043},"rest":"https://alion.io/mcp/rest/get_company?id=688043"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftelligen-senior-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftelligen-senior-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftelligen-senior-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/telligen-senior-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftelligen-senior-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3702371}},{"tool":"search_jobs","arguments":{"company":"telligen.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3702371},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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