Cook Systems
IT consulting
Manager,CustomerSupport
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Customer Support at Cook Systems. Skills: Help desk management, Customer support, Team leadership. Define service levels. Define service agreements”
What You'll Achieve.
Ensure high standards of quality; Ensure high customer satisfaction
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience, Minimum of 7 years of IT work experience, Managing teams responsible for desktop support, customer service, and/or production support in multi-platform environments, Proven middle-level management experience in help desk/customer support functions, Problem-solving skills, Ability to work under general direction from senior management, Excellent communication skills, Excellent leadership skills
What You'll Do.
Define service levels
Define service agreements
Manage help desk operations
Ensure efficient problem resolution
Develop processes for tracking customer issues
Develop processes for escalating customer issues
Develop processes for resolving customer issues
Develop processes for reporting customer issues
Define quality standards
Measure quality standards
Define customer satisfaction standards
Measure customer satisfaction standards
Analyze product performance
Analyze system performance
Analyze service performance
Develop technical service restoration procedures
Develop troubleshooting procedures for computer system faults
Develop troubleshooting procedures for peripheral equipment faults
Mentor project leaders
Manage project leaders
Mentor technical staff
Manage technical staff
Report regularly to senior management
How You'll Work.
Team & Collaboration
Collaboration with customers
Communication Scope
Customer communication
Full Job Description
Launch Your Career with Cook Systems Since 1990, Cook Systems—a certified veteran-owned IT consulting firm—has been helping businesses and professionals grow through innovation, integrity, and investment in people. We partner with Fortune 500 enterprises and high-growth companies alike to deliver agile technology solutions, AI-driven talent strategies, and our signature FastTrack program that develops the next generation of tech talent. At Cook, you’ll find a culture that values excellence, creativity, and accountability. We believe in opportunity backed by trust—and in building careers that last. Check out what our team members have to say on our Glassdoor page, and discover why Cook Systems is where meaningful careers take off! Summary: We are seeking an experienced IT Help Desk Manager to define service levels and manage our help desk operations. The ideal candidate will establish processes to effectively identify, track, escalate, resolve, and report customer problems, ensuring high standards of quality and customer satisfaction. This role involves analyzing technical performance and implementing service restorations and troubleshooting procedures to maintain operational reliability. Responsibilities: Define service levels and service agreements in collaboration with customers. Manage the day-to-day operations of the help desk, ensuring efficient problem resolution. Develop and implement processes for tracking, escalating, resolving, and reporting customer issues. Define and measure quality and customer satisfaction standards jointly with customers. Analyze product, system, and service performance against industry standards. Develop technical service restoration and troubleshooting procedures for computer system and peripheral equipment faults. Mentor and manage supervisors, project leaders, and technical staff. Report regularly to senior management, including IT Chief Operating Officer and IT Executives. Required Skills: Bachelor’s Degree in Computer Science, I
Applying for this Manager, Customer Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Cook Systems?
Real rants from real employees. Read before you apply.