VTBuys Customer Support Manager (State Promotional)

at State of Vermont in Montpelier, Vermont, United States

Job Description

Are you someone who enjoys solving complex problems, helping people, improving processes, and figuring out how all the pieces of a system fit together?

The Department of Buildings and General Services (BGS), Office of Purchasing and Contracting, is seeking a VTBuys Customer Support Manager to lead the day-to-day operations of the statewide customer support team for VTBuys, Vermont's enterprise eProcurement system.

This is not a traditional help desk role. VTBuys supports procurement and financial business processes across State government, and the questions that reach our team can involve everything from purchasing, contracts and invoices to system workflows, security, financial integrations, and complex transactional issues. The Customer Support Manager helps the team connect those dots.

In this role, you will provide operational leadership to a team of Customer Support Specialists, establish daily priorities, coordinate workloads and escalations, monitor service levels, coach and develop staff, and help ensure thousands of State employees, suppliers, and external partners receive accurate and consistent support.

You'll also serve as a key VTBuys subject matter expert and work closely with the VTBuys Business System Administrator, Office of Purchasing and Contracting, Agency of Digital Services (ADS), Department of Finance and Management (DFM), State agencies, and technical partners to investigate issues and continually improve the VTBuys customer experience.

A significant part of the role is turning what we learn from customer support into improvements. You'll identify recurring issues and trends, help develop better processes and procedures, contribute to system enhancements, coordinate and participate in User Acceptance Testing (UAT), validate system changes, and ensure the support team and our customers are prepared for new functionality and releases.

The position also performs advanced functional system administration activities, including user and security administration, role assignments, workflow and access troubleshooting, system testing, report validation, and production support. The Customer Support Manager serves as the designated backup to the VTBuys Business System Administrator, providing an excellent opportunity for someone interested in expanding their enterprise system administration and technical skills.

Success in this position requires an unusual blend of customer service, leadership, analytical thinking, business process knowledge, and technical curiosity. You don't need to walk in knowing every corner of VTBuys, but you should enjoy learning complex systems, investigating why something isn't working, translating technical information into language customers can understand, and helping others become better at what they do.

If you like solving puzzles, developing people, improving how work gets done, and working at the intersection of procurement, finance, customer service, and technology, we'd love to hear from you.

Duties are performed in a professional office environment involving considerable interaction with financial, contracting and procurement staff across state government. An Incumbent can expect the pressure of frequent deadlines and pressure from constantly shifting priorities. The VTBuys Customer Support Manager encounters operational problems, competing priorities and tight deadlines on a daily basis.