Customer Support Manager

Responsibilities

• Serve as the primary operational point of contact for assigned customers to build and maintain strong relationships
• Monitor customer satisfaction and Service Level Agreement (SLA) performance
• Oversee the timely handling of defects, service requests, and change requests via Jira
• Lead smaller customer service and software upgrade projects from initiation through closure
• Manage project scope, timelines, budgets, and risks while coordinating internal teams
• Manage operational relationships with external suppliers and service partners
• Drive KPI achievement and prepare operational reports for management

Requirements

• Proven project management capabilities with experience managing IT-related projects
• Experience with incident, service, and change management processes
• Strong stakeholder management and communication skills
• High level of organizational and coordination skills
• Affinity with IT infrastructure and managed services such as cloud, servers, and platforms
• Strong sense of ownership, accountability, and a customer-oriented problem-solving approach

Preferred Qualifications

• Experience as a consultant or in change management
• Knowledge of or affinity with logistics, aviation, defense, or military operations
• Familiarity with ICT and service-oriented organizations

Benefits

• Work in a dynamic, technology-driven environment
• Opportunity to lead impactful projects and customer initiatives
• Collaboration with experienced professionals across multiple disciplines
• Growth opportunities in customer support, project delivery, and service management

About the Company

ILIAS Solutions connects logistics, maintenance, and operations into one integrated platform for defense operations. By creating a single source of truth, we enable teams to act on real-time data across strategic, operational, and tactical levels.