Customer Support Manager

Goldbelt Hawk designs, develops, and implements comprehensive solutions for problem spaces, including computer security, scalable architectures, advanced analytics, artificial intelligence, and network/data center operations. Specializing in local and enterprise-level incident response and forensic analysis, Hawk's personnel deliver threat analysis and reporting while implementing solutions based on mature planning and development practices.

Summary:

Goldbelt HAWK, LLC is seeking a full-time Customer Support Manager/Field Support Representative to join a team dedicated to delivering high-quality, customized software solutions for tracking and reporting United States Marine Corps Aviation and Aviation Ground training and readiness. This position is based at MCAS Yuma, AZ and requires balancing daily customer support responsibilities with collaborative engagement across multiple disciplines. The Customer Support Manager works closely with the Program Manager and other team leads to ensure programmatic requirements are clearly understood and effectively communicated. They also coordinate with Field Support Representatives to maintain expert-level knowledge of the M-SHARP system and ensure professional, consistent support is provided to Marine Corps customers. Additionally, the role involves working with Product Owners, Software Developers, Test Engineers, and User Experience Developers to ensure customer feedback and needs are integrated into the software development process.

Essential Job Functions:

• Provides local end user support as required by customer needs.
• Plans, develops and conducts end user training on the M-SHARP Application
• Identifies, documents and communicates common user or software issues to the M-SHARP team as required
• Recommends and facilitates quality improvement efforts
• Manages daily tasking and priorities, participates as a key stakeholder in team meetings, and assesses requirements for software development needs
• Supervises FSRs in their daily work, ensuring quality of instruction and support
• Provides daily communication and feedback to FSRs on customer requests and requirements
• Coordinates and supervises FSR travel requirements in support of the customer
• Provides status updates of the Customer Support team, highlighting risk areas, on a weekly, monthly, quarterly, and as-needed basis
• Recommends and facilitates quality improvement efforts

Necessary Skills and Knowledge:

• Ability to lead and manage a team of geographically dispersed employees
• Ability to communicate effectively with senior military personnel, government civilian staff and technical experts
• Strong organizational and time management skills
• Ability to work independently without direct supervision
• Strong written and oral communication skills

Minimum Qualifications:

• Bachelor's Degree or 6-plus years of relevant managerial experience as a customer support manager or USMC officer or SNCO
• Experience with M-SHARP

Preferred Qualifications:

• Experience managing geographically dispersed teams in a military or government contracting environment
• Background in software development lifecycle or Agile methodologies, especially in a support or liaison role

Pay and Benefits

The salary range for this position is $135,000 to $142,000 annually.

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.