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Customer Support Operations Lead

We are seeking a Customer Support Operations Lead to establish and enhance support operations for a mission-critical software environment. This role will focus on implementing service management processes, configuring ticketing systems, improving incident and escalation management, and developing KPI reporting and dashboards.

Key Responsibilities:

Implement and optimize support workflows, ticketing systems, and shared support queues.Define incident management, escalation procedures, SLAs, and customer communication processes.Develop service catalogs, runbooks, SOPs, and knowledge base articles.Create and report on KPIs such as response times, resolution times, backlog, and SLA performance.Train support teams and drive adoption of new processes and tools.Support data integration, reporting, and continuous improvement initiatives.

Required Experience:

7+ years in Customer Support Operations, Service Delivery, ITSM, or Technical Support leadership.Hands-on experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.Strong background in incident management, KPI reporting, and process improvement.Excellent stakeholder and customer communication skills.

Preferred:

Experience supporting public safety, CAD, emergency response, or other mission-critical applications.Familiarity with ITIL and service management best practices.

GCS is acting as an Employment Business in relation to this vacancy.

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Customer Support Operations LeadThe opportunity

Keystone is modernizing its public safety software and strengthening customer support. We need a hands-on contractor to build and embed a service management function with shared intake channels, consistent incident handling, practical tooling, and reliable reporting. You will work with Keystone leadership, support staff, subject matter experts, development partners, and the central portfolio team to implement the operating model while maintaining service continuity.

ResponsibilitiesAssess current support practices; select and configure suitable ticketing tools. Capture phone and email requests in a shared queue, with clear ownership and tracking through resolution; pilot the approach and expand adoption.Create the service catalog, ticket categories, severity criteria, triage rules, escalation paths, and customer communication procedures. Agree service targets, urgent incident handling, and coverage arrangements with leadership.Build runbooks and knowledge articles for recurring issues. Record key customer contacts, service owners and backups, configurations, and interfaces; establish incident and release communication practices.Define and baseline service KPIs covering ticket volume, first response, resolution time, backlog age, escalations, and performance against agreed service targets. Establish dashboards and regular service reviews with tracked actions.Feed support ticket information and KPIs into Meridian, the central global product and technology information system. Agree fields, customer and product links, data quality checks, and update cadence with the platform team; implement a repeatable upload or integration process.Train staff, support the initial operation, and hand over documented processes, tooling administration, reporting, and a prioritized improvement plan with clear ongoing ownership.Experience and approach

Proven experience setting up or improving software support operations, including hands-on ticketing configuration, incident and escalation management, KPI reporting, and team adoption. Strong customer communication and practical judgment are essential.

Public safety, police, fire, ambulance, computer-aided dispatch, or other mission-critical application experience is strongly preferred. Experience with service management practices, knowledge bases, and data exports or integrations is valuable.

Expected outcomes

First 30 days: Map support activity; launch initial ticket capture; agree the draft service catalog, escalation model, KPI definitions, and Meridian data requirements.

By 60 days: Pilot priority workflows and runbooks; record key customer ownership; baseline KPIs and deliver the first ticket and KPI data to Meridian.

By 90 days: Embed repeatable support processes, service reviews, and recurring Meridian updates; complete training and handover with next-phase recommendations.

Months 4 to 6: Where included, expand adoption, refine processes using measured results, and improve knowledge coverage and reporting.

Meridian loading milestones assume platform access. Prepare validated import files while access is pending, then load and verify them when access is available.

GCS is acting as an Employment Business in relation to this vacancy.

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