Operations Support Manager

TKC Holdings, Inc.-comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

As a subsidiary of TKC Holdings, Inc. and Keefe Group,ICSolutions (ICS)has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

The Operations Manager is a hands-on role focused on day-to-day operational execution, customer service, and proactive communication with correctional facility partners. This position is responsible for staying close to active issues, following up on open tickets, supporting startups and go-lives, and ensuring nothing falls through the cracks after implementation.

This role is highly customer-facing and detail-oriented, designed to maintain high service quality as the company grows and to relieve sales leadership from ongoing operational and customer support demands.

Essential Functions, Duties, and Responsibilities

• Customer Service & Daily Support
  • Act as a primary day-to-day operational contact for correctional facility customers.
  • Make regular outbound customer service and "well check" calls to facilities to identify issues early.
  • Respond to customer questions, concerns, and requests with a strong sense of urgency and ownership.
  • Maintain frequent, consistent communication with customers to ensure they feel supported and informed.
• Ticket Follow-Up & Issue Tracking
  • Actively monitor open helpdesk tickets and follow up internally on outstanding issues.
  • Provide proactive status updates to customers without waiting for inbound follow-up request.
  • Push tickets forward by coordinating with technical, support, and implementation teams.
  • Track unresolved or recurring issues and ensure they are closed or escalated appropriately.
• Startups & Go-Lives
  • Support new facility startups and system go-lives from a hands-on operational perspective.
  • Support installation, activation, and testing with internal teams and facility contacts.
  • Be actively involved on-site during go-live periods to address issues as they arise.
• Post Go-Live Clean-Up
  • Conduct follow-up with facilities after go-live to confirm systems are functioning properly.
  • Ensure all post-go-live items are completed, including outstanding tickets, configuration issues, and training needs.
  • Serve as the operational owner once the initial go-live is complete.
• Training & On-Site Support
  • Provide practical training to facility staff as needed.
  • Assist with basic system usage, troubleshooting, and process questions.
  • Identify when additional training or higher-level support is required.
• Daily Coordination & Documentation
  • Work closely with sales, support, and technical teams to keep customer issues moving.
  • Document customer interactions, action items, and resolutions clearly.
  • Help maintain operational consistency as customer volume grows.
  • 30% Travel Required.
• What Success Looks Like
  • Customers feel proactively supported and informed.
  • Fewer unresolved or aging tickets.
  • Smooth startups with clear post-go-live follow-up.
  • Reduced operational burden on sales leadership.
  • Issues are addressed before customers feel the need to escalate.
• Other duties as assigned.

• Bachelor's Degree preferred and/or equivalent experience.
• Experience in customer service, operations, or account support roles.
• Strong follow-through and ability to manage multiple active issues at once.
• Excellent communication skills with a customer-first mindset.
• Comfortable working directly with customers in a regulated or high-accountability environment.
• Willingness to be deeply involved in daily operational tasks.

• MS Office experience required - Outlook, Word, Excel and PowerPoint.

• Salesforce.com experience preferred.
• Ability to think independently.
• Problem solving skills.
• Highly organized.
• Customer Service mindset.
• Time Management.
• Ability to Travel 30%.
• Must live in the Southeast working from home.

IC Solutions offers comprehensive benefits to all regular-full time employees:

• Medical w/prescription coverage
• Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year.
• Dental
• Vision
• Basic Life and Basic Accidental Death and Dismemberment Insurance
• Short Term Disability
• Long Term Disability
• Voluntary benefits that can be selected to create the right package for you

IC Solutions also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages.

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here:https://tkcholdings.com/privacy-policy-108