540 IT Support jobs in Glen Burnie

Description
-Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.
-Handles problem that the first-tier of help desk support is unable to resolve.
-May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
-Simulates or recreates user problems to resolve operating difficulties.
-Recommends systems modifications to reduce user problems.
-Maintains currency and high level of technical skill in field of expertise.
-Escalates more complex problems.
-Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
-Perform systems administration of desktop systems connected to local and wide area networks.
-Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
-Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.
-Provide support for implementation, troubleshooting and maintenance of IT systems.
-Manage IT system infrastructure and any processes related to these systems
-Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
-Provides polite and friendly customer service
-Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
-Documents incident status and solutions in incident database tools.
-Possesses current working knowledge of computers, printers, laptops, and common windows applications
-Works through various types Tier I issues with telephone assist
-Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
-Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
-Possesses comprehensive knowledge of desktop operating systems and applications
Requirements
+ Security+ / IAT Level II certification
+ TS/SCI clearance
+ Fully on-site
Top Skills
Help desk support, Customer service, Technical support, Troubleshooting, Help desk, system administrator, tier three, STIGs, IAVA, BIOS, sccm, PXE boot, hardware/software, Active directory
Additional Skills & Qualifications
-Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
-Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
-Travel may be required to support the mission
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $25.00 - $29.50/hr.
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Odenton,MD.
Application Deadline
This position is anticipated to close on Jul 25, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Job ID Number

R5741

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

As a Technical Support Analyst, you will assist our client with a long-term IT project.

Job Description

We are seeking a highly skilled and experienced Technical Support Analyst to join our IT team. This position will be full-time, on-site, and is a contract position, renewed annually.

What You'll Do

• Offer 2nd tier technical support for the OIT Help Desk within the Public Safety team, including Police, Fire, Sheriff, and Detention departments

• Work directly with end users to troubleshoot and resolve technical problems and deploy new computer equipment and technologies

• Install and configure hardware and software, diagnose issues for desktops, laptops, tablets, and peripheral devices, and resolve help desk tickets

• Assist in creating and maintaining documentation for standard procedures related to PC setup, installation, and problem diagnosis

• Track and monitor PC problems to ensure timely resolution, review logs, and advise, train, and assist users on optimal equipment use

• Communicate effectively in verbal and written forms and interact with technical and non-technical staff across County departments

• Perform physical tasks such as bending, lifting, moving boxes, walking, standing, and possibly operating a vehicle for equipment delivery. Work may include evening/night shifts, weekends, and overtime.

• Use and interpret technical manuals to deploy new technology and test software, applying quality assurance and IT security practices

What You'll Need

Required:

• Possess and maintain a valid DL and car insurance

• Two years of coursework with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field

• At least two (2) years of experience in technical support and maintenance of computer systems, including configuration and troubleshooting of hardware and software

• Knowledge of computer science principles and practices, relational database systems, structured design and programming, data communications, quality assurance, IT security, and knowledge-based systems

• Familiarity with a variety of office automation systems and skill in developing operational documentation for production applications

• Proficiency in using spreadsheets, word processing, graphics, communications, and database management systems, and in integrating data between diverse systems

• Ability to use sound judgment to modify, adapt, or deviate from guidelines, work independently, and follow standard operating procedures and departmental policies

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

The pay range for this position is $23.00- $26.50 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law?

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

SASMO Technical Support

Position Summary

DarkStar Intelligence is seeking a SASMO Technical Support Specialist to join our team and provide exceptional support for mission-critical operations. 

Location: Fort Meade, MD

Schedule (FT/PT): Full-Time

Travel Required: 20%

Shift: Day

Remote Type: No Remote

Security Clearance: Current TS/SCI

Polygraph: Full Scope Poly (CI/CCA accepted)

Primary Duties & Responsibilities

• Serve as the steward for all items located on the SASMO Confluence page, ensuring proper creation, maintenance, and updates of E-Campus tests and student evaluations.

• Develop and maintain lesson classifications and descriptions, and conduct thorough assessments of curriculum gaps by comparing FVEY courseware with NOFORN courseware.

• Create and implement student evaluation metrics using analysis tools to provide comprehensive feedback on course curriculum and identify potential issues. Present findings and recommendations to leadership through detailed briefs.

• Collaborate with course Non-Commissioned Officers in Charge (NCOICs) to ensure all updates are properly processed and reviewed through evaluation channels before implementation.

• Assist the Special Training Element (STE) with Mobile Training Team (MTT) scheduling and ensure all updates are uploaded to the Confluence page.

• Manage JIRA tickets and represent MTT offerings effectively in coordination with STE.

• Maintain proficiency in the use of JIRA and Confluence to streamline processes and ensure accuracy.

Minimum Qualifications

• Current TS/SCI.

• Full Scope Poly (Counterintelligence (CI) or CCA Polygraphs are acceptable).

• A minimum of three (3) years of experience in database management.

Desired (but not required): Experience as an instructor in the relevant technical skill area.

Salary Range

Contact   for information regarding the salary range for this proposal effort.

About DarkStar Intelligence

DarkStar Intelligence is a Service-Disabled Veteran-Owned Small Business (SDVOSB) committed to advancing national security through mission support and tradecraft development. We prioritize both client satisfaction and employee retention, delivering high-quality, intelligence-based solutions grounded in our “Core Four” values:

• Humility: We place mission success above personal recognition.

• Passion: We bring enthusiasm and dedication to every challenge.

• Agility: We adapt quickly to evolving operational needs.

• Ownership: We hold ourselves accountable for results and uphold the highest standards of excellence.

We are mission-driven and results-oriented, striving to make our country safer through every task we undertake.

Equal Employment Opportunity (EEO) Commitment

At DarkStar Intelligence LLC, we are committed to maintaining a professional and legally compliant work environment where individuals are treated with respect and fairness. We adhere strictly to all applicable Equal Employment Opportunity (EEO) laws and regulations.

Employment decisions at DarkStar are made solely on the basis of individual qualifications, performance, and business needs. We prohibit discrimination in all aspects of employment—including hiring, compensation, promotion, training, discipline, and termination—on the basis of: Race or color, Religion, Sex (including pregnancy, sexual orientation, and gender identity), National origin, Age, Disability, Genetic information, Veteran status. Or any other status protected by applicable federal, state, or local law

Our EEO standards are embedded in all employment practices to ensure compliance, fairness, and accountability. We enforce a zero-tolerance policy for unlawful discrimination or harassment and encourage employees to report concerns without fear of retaliation.

EEO Flyer: shorturl.at/abpNX

Employee Benefits

DarkStar Intelligence provides a competitive and comprehensive benefits package to support the health, financial stability, and personal well-being of our team members.

Core Benefits for employees:

• Health Coverage: Medical, dental, and vision plans

• Income Protection: Life insurance, short-term disability, and long-term disability

• Retirement Planning: 401(k) plan with employer contributions

• Work-Life Support: Employee Assistance Program (EAP) and legal services

• Paid Leave: Generous PTO, 11 paid federal holidays, and one floating holiday

Voluntary Benefits:

• Legal & Identity Protection: LegalShield and IDShield

• Additional Insurance: Whole life, accident, and critical care coverage

We believe in recognizing and supporting the professionals who make our mission possible. Your well-being is an investment in our collective success.

Powered by JazzHR

Company Description

At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.

Our employees are integral to the company's success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.

Job Description

We are looking for a motivated and customer-oriented Technical Support Specialist to join our Technical Support team. In this role, you will report to the Technical Support Manager, and will be responsible for keeping our customers' installed Alertus systems at full-readiness by combining technical knowledge with exceptional customer service.

This is an excellent opportunity for individuals who are looking to launch their career in IT and have a passion for technology, problem-solving, and helping others.

This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST.

A Day in the Life:

• Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
• Provide exceptional customer service via phone, email, and screen share tools
• Collaborate with Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed
• Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
• Provide guidance to customers on installing Alertus solutions
• Collect and analyze detailed information to categorize and document requests
• Proactively analyze recurring issues and create innovative solutions
• Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolution
• Research open issues thoroughly and quickly address those issues toward an accurate resolution

Required Skills:

• Strong problem-solving and analytical skills
• Excellent communication & interpersonal skills
• Familiarity with hardware, software, & network technologies
• Ability to work independently & as part of a team
• Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
• Strong customer service mindset
• Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLS
• Ability to multitask & prioritize workload in a fast-paced, ever changing environment
• Basic knowledge of IT security principles and policies that impact network environments
• Experience in troubleshooting Windows systems

Desired Skills:

• Understanding of Windows, Linux and MacOS Administration
• Ability to develop expertise in application support involving REST and API integrations
• Familiarity with Windows Workstation Deployment and Administration
• Experience with supporting web applications

Education and Experience:

• Bachelor's Degree in Information Technology, Computer Science, or related field
• 0-2 years experience in a Technical Support positon
• Net+, Security+, or similar certification is a plus

Alertus Career Advantages:

• Paid Time Off
• Paid Holidays
• 401(k) Retirement Plan
• Medical, Dental, and Vision Plans
• Short-term Disability, Accident, Hospital, and Cancer Insurance
• Live Near Your Work Homebuying Incentive Program
• Employee Referral Bonuses
• Flex Scheduling

$21.74 - $26.27 an hour

The referenced base salary range represents the low and high end of Alertus' salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will depend on several factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications.

Additional Information:

All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.

Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.

Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

All your information will be kept confidential according to EEO guidelines.

AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP

**Job ID Number**
R5741
**Employment Type**
Full time
**Worksite Flexibility**
Hybrid
**Job Summary**
As a Technical Support Analyst, you will assist our client with a long-term IT project.
**Job Description**
We are seeking a highly skilled and experienced **Technical Support Analyst** to join our IT team. This position will be **full-time, on-site, and is a contract position,** renewed annually.
**What You'll Do**
+ Offer 2nd tier technical support for the OIT Help Desk within the Public Safety team, including Police, Fire, Sheriff, and Detention departments
+ Work directly with end users to troubleshoot and resolve technical problems and deploy new computer equipment and technologies
+ Install and configure hardware and software, diagnose issues for desktops, laptops, tablets, and peripheral devices, and resolve help desk tickets
+ Assist in creating and maintaining documentation for standard procedures related to PC setup, installation, and problem diagnosis
+ Track and monitor PC problems to ensure timely resolution, review logs, and advise, train, and assist users on optimal equipment use
+ Communicate effectively in verbal and written forms and interact with technical and non-technical staff across County departments
+ Perform physical tasks such as bending, lifting, moving boxes, walking, standing, and possibly operating a vehicle for equipment delivery. Work may include evening/night shifts, weekends, and overtime.
+ Use and interpret technical manuals to deploy new technology and test software, applying quality assurance and IT security practices
**What You'll Need**
Required:
+ Possess and maintain a valid DL and car insurance
+ Two years of coursework with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field
+ At least two (2) years of experience in technical support and maintenance of computer systems, including configuration and troubleshooting of hardware and software
+ Knowledge of computer science principles and practices, relational database systems, structured design and programming, data communications, quality assurance, IT security, and knowledge-based systems
+ Familiarity with a variety of office automation systems and skill in developing operational documentation for production applications
+ Proficiency in using spreadsheets, word processing, graphics, communications, and database management systems, and in integrating data between diverse systems
+ Ability to use sound judgment to modify, adapt, or deviate from guidelines, work independently, and follow standard operating procedures and departmental policies
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
The pay range for this position is $23.00- $26.50 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law?
**Reasonable Accommodation Statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
**Equal Employment Opportunity Policy Statement**
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.

**Job Overview**
The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.
You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.
**About Us**
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
**Responsibilities**
**Customer Strategy & Experience**
+ Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.
+ Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.
+ Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.
+ Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.
+ Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.
**Operational Excellence & Innovation**
+ Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.
+ Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.
+ Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.
+ Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.
+ Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.
**Team Leadership & Culture**
+ Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.
+ Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.
+ Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.
**Financial & Cross-Functional Leadership**
+ Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.
+ Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.
+ Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.
+ Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.
**Qualifications**
+ 15+ years of progressive leadership experience in global customer support or technical services roles.
+ Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability
+ Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle
+ Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes
+ Demonstrated success building high-performing, inclusive teams and leading through organizational change
+ Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies
+ Exceptional communication and executive presence, with the ability to influence stakeholders at all levels
+ Passion for customer advocacy and ongoing service innovation
**EEO Statement**
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .
**Compensation and Benefits**
We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.
The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: