Support Services Manager
Replicon
Customer Service
Philippines
Posted on Apr 1, 2026
Company Summary
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com
Business Summary
Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!
Position Responsibilities
We are seeking a Manager, Support Services to manage the day-to-day operations of a customer support team of 8–12 analysts (junior and/or senior) delivering timely, high-quality assistance for Deltek ERP solutions.
This role reports to the Senior Manager, Support Services, and focuses on execution, team performance, and operational consistency. The scope is intentionally team‑level (“my team”), with responsibility for direct reports, daily support delivery, and case outcomes.
What You’ll Do :
Team Management (8–12 analysts)
FT
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com
Business Summary
Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!
Position Responsibilities
We are seeking a Manager, Support Services to manage the day-to-day operations of a customer support team of 8–12 analysts (junior and/or senior) delivering timely, high-quality assistance for Deltek ERP solutions.
This role reports to the Senior Manager, Support Services, and focuses on execution, team performance, and operational consistency. The scope is intentionally team‑level (“my team”), with responsibility for direct reports, daily support delivery, and case outcomes.
What You’ll Do :
Team Management (8–12 analysts)
- Hire, onboard, and manage analysts through regular 1:1s, coaching, and performance reviews
- Support individual development plans and skill progression in line with established frameworks
- Address attendance, performance gaps, and day-to-day people issues
- Oversee queue and workload management, scheduling, and shift coverage
- Monitor backlog, real-time adherence, and case distribution
- Ensure the team meets defined service targets and operational expectations
- Monitor team-level performance metrics such as CSAT/NPS, FCR, AHT, ASA, and SLOs
- Identify short-term gaps and implement corrective actions within the team
- Ensure consistent, high-quality customer interactions
- Triage and resolve customer escalations within the team
- Coordinate with Engineering, Cloud Ops, or Product as needed to support issue resolution
- Ensure learnings from incidents are documented and shared with the team
- Enforce existing knowledge management practices, runbooks, and playbooks
- Conduct or support QA reviews to ensure consistency and accuracy of resolutions
- Ensure analysts follow documented processes and standards
- Prepare weekly and monthly team-level reports on volumes, trends, and common issues
- Share insights, risks, and recommended actions with the Senior Manager
- Participate in root cause analysis and process improvement initiatives
- Implement agreed improvements within the team (e.g., documentation updates, workflow adjustments)
- Support deflection efforts through better knowledge usage and adherence to tools
- Ensure team compliance with company policies, data privacy, and security standards
- Support audit readiness through accurate documentation and process adherence
- Experience: 5–8+ years in customer support/service ops with 2–4+ years frontline leadership; ERP/SaaS or BPO environment preferred.
- Domain & Tools: ERP workflows (finance, projects, time & expense); CRM (Salesforce Service Cloud/Zendesk); WFM tools.
- Skills: Coaching, queue management, stakeholder communication, datadriven decisionmaking; strong written/verbal English.
- Availability: Comfortable with US hours; rotational weekends/holidays as Duty Manager.
- Nice to Have: Exposure to Deltek products (Costpoint, Vantagepoint, Maconomy), SQL basics, BI tools (Power BI/Tableau). (Six Sigma previously noted for process improvement mindset—not required.)
FT
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.