Senior Support Manager

Telligen

. Serve as Customer Service Director for the Illinois Targeted Case Management Program contract .

Posted 11/3/2026full-timeUnited StatesSenior💰 $105,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer service operations, developing strategies to enhance client satisfaction, and leading teams to achieve performance metrics. Proven ability to foster relationships with community stakeholders and optimize processes for efficiency under government contracts.

Highest-signal resume keywords

Customer Service ManagementTeam LeadershipPerformance Metrics MonitoringProcess ImprovementGovernment Contract Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End User SupportOperational Metrics AnalysisTraining and DevelopmentStrategy DevelopmentClient Satisfaction Reporting

Soft Skills

Relationship BuildingCommunicationProblem SolvingTeam CollaborationLeadership

Industry Keywords

Illinois Targeted Case Management ProgramCommunity LiaisonContact Center OperationsSLA ManagementStakeholder Engagement

About the role

Key responsibilities & impact

Serve as Customer Service Director for the Illinois Targeted Case Management Program contract
Direct and manage the Customer Service team, including Community Liaisons and Contact Center Supervisor
Provide dotted-line management and support to the marketing specialist
Develop and implement customer service strategies under the IL TCMP contract
Identify process improvements and lead initiatives to streamline operations and increase efficiency
Supervise Community Liaisons and foster relationships with community stakeholders
Work with the Contact Center Supervisor to manage day-to-day operations
Monitor performance metrics and implement corrective actions to meet SLAs and targets
Conduct training and development sessions
Serve as primary contact for client service matters
Prepare and present reports on team performance, client satisfaction, and operational metrics to senior management
Oversee and optimize customer service operations to support exceptional member service

Requirements

What you’ll need

Four-year degree in Computer Science, Information Systems, business, or related field and/or equivalent training and/or experience
3–5 years’ experience providing end user support
7–10 years’ experience managing a professional support staff
Ability to travel locally and overnight up to 20%
Experience with government contracts preferred
Must not require sponsorship for work authorization now or in the future

Benefits

Comp & perks

100% employee-owned company with employees sharing in company success
Benefits and other compensation available through Telligen's Benefits Summary
Equal opportunity employer
Reasonable accommodations during the employment process