About this Professional Services Consulting Manager (5641) role at SMX
The Customer Support Desk Manager leads a team of analysts providing Oracle Cloud support for ERP, SCM, and HCM modules to clients spanning financial services, public sector, healthcare, and telecommunications sectors. The role oversees the entire ticket lifecycle—from initial inquiry through resolution—ensuring efficient troubleshooting and implementation support. This manager is responsible for monthly billing for support services and evaluating consultant performance. The ideal candidate excels in fostering strong customer relationships with proactive communication around system updates and potential impacts and supports customer operations in navigating Oracle Cloud’s evolving environment.
Essential Duties & Responsibilities:
• Triaging incoming support tickets.
• Serve as primary escalation point for complex or unresolved support issues, coordinating with technical and functional teams as necessary.
• Handle monthly customer billing processes and consultant performance evaluations.
• Maintain and strengthen customer relationships through regular communication, status calls, and proactive issue resolution.
• Monitor and communicate the impact of Oracle Cloud quarterly updates or other system changes on client operations.
• Develop and implement best practices for the Customer Support Desk, enhancing service quality and operational efficiency.
• Train, mentor, and manage support desk personnel, fostering continuous professional development.
• Collaborate cross-functionally with sales, delivery, and product teams to address customer needs and improve service offerings.
• Track and report on support metrics, team performance, customer satisfaction, and system usage trends.
Required Skills & Experience
• Bachelor’s degree in Information Systems, Business, Computer Science, or a related field (or equivalent work experience).
• 5+ years managing complex ERP, SCM, and/or HCM implementations.
• 2+ years in a team lead or managerial position.
• Demonstrated expertise in managing customer relationships and driving customer satisfaction.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent verbal and written communication skills, including experience conducting client meetings and presenting reports.
• Proficiency with support tools such as Jira, Costpoint, or similar ticketing and resource management systems.
Desired Skills & Experience
• Experience working with clients in financial services, public sector, healthcare, or telecommunications.
• Project management certification or related experience.
• Familiarity with cloud applications implementation methodologies and change management.
• Ability to support customers through Oracle Cloud upgrades and quarterly release cycles.
• Proven track record in managing billing processes and consultant/employee performance.
• Experience in process improvement initiatives within a support environment.
• Training and mentoring skills for upskilling support team members.
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The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.
At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.
We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what’s possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.
SMX is an Equal Opportunity employer including disabilities and veterans.
Selected applicant may be subject to a background investigation and/or education verification.
SMX does not sponsor a new applicant for employment authorization or immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer).
