Customer support manager Jobs in Baltimore, MD

Program Support Services Team Manager

The Space Telescope Science Institute (STScI), operated by the Association of Universities for Research in Astronomy (AURA), is NASA's science operations center for missions including the Hubble and James Webb Space Telescopes. STScI leads observation planning, data analysis, public engagement, and data archiving for flagship missions. Our staff spans astronomy, engineering, education, IT, communications, and administrationworking together to bring space science to the world. STScI is seeking a Program Support Services Team Manager to lead a team focused on customer engagement, mission liaison support, and technical service delivery across the Institute.

This position can support hybrid work. Candidates must reside in or be willing to relocate to our local market. (MD, DE, VA, PA, DC & WV).

U.S. citizenship or Permanent Residency required; ITAR clearance required.

The annual salary range for this title is $155,000 - $180,000. The posted salary range represents a general guideline; however, STScI considers a number of factors when determining base salary offers, such as internal pay equity, the scope and responsibilities of the position, the candidate's experience, education, and skill, and current market conditions.

Program Support Services Team Manager Role and Responsibilities

This role is ideal for a leader who excels at building strong relationships, understanding customer needs, and ensuring IT services and capabilities align with the scientific and operational priorities of STScI.

You will oversee a team of mission liaisons, program support specialists, and DevOps engineers who bridge the gap between IT Services Division (ITSD), mission partners, and internal stakeholders. While the role includes oversight of DevOps tools and practices, the emphasis is on customer success, stakeholder engagement, and effective coordination of IT services.

Key Responsibilities:

Customer & Stakeholder Engagement

• Manage staff ensuring ITSD understands and anticipates customer needs
• Build strong, trust?based relationships across STScI, promoting transparency, responsiveness, and a customer?centric culture
• Facilitate clear communication of mission requirements, timelines, risks, and dependencies between ITSD and mission teams.
• Represent ITSD in mission planning sessions, technical reviews, and cross?organizational working groups.

Technical Leadership & Service Alignment

• Oversee a team of mission liaisons, program support specialists, and DevOps engineers
• Ensure IT services and capabilities align with mission needs, requirements and organizational priorities
• Support the adoption and continuous improvement of ITSM and ITIL?aligned service management practices
• Collaboration with Service Desk, system administrators, cloud engineers, and other technical teams to ensure seamless service delivery
• Support for program and portfolio management processes, governance, and adoption.
• Provide leadership and direction for DevOps engineers responsible for tools such as GitLab, GitHub, CI/CD pipelines, and automation frameworks.

Operational & Team Leadership

• Contribute to ITSD strategic planning, service development, and operational excellence as part of the management team.
• Manage staffing, workload balance, and resource allocation across the branch.
• Identify opportunities for process improvement and drive accountability for achieving objectives.
• Foster a culture of mentoring, professional development, and continuous learning.

Your Experience, Skills & Qualifications:

• Bachelor's degree in information systems, computer science, business, or a related field; 10+ years of progressive technical or leadership experience (or equivalent combination of education and experience)
• Experience in customer success, account management, stakeholder engagement, or similar customer?facing leadership roles
• Experience with project, program, and portfolio management
• Familiarity with DevOps tools and practices (GitLab, GitHub, CI/CD, automation) and their role in supporting software engineering teams
• Strong understanding of ITSM and ITIL practices; certifications preferred
• Demonstrated ability to build effective working relationships across diverse technical and mission?focused teams
• Strong communication, negotiation, and conflict?resolution skills.
• Ability to identify risks, communicate proactively, and drive mitigation strategies
• Experience managing teams, balancing workloads, and supporting professional growth.

The substitution of additional relevant education and/or experience for stated qualifications may be considered.

To apply: Share your experience by uploading a resume and completing an online application. Applications received by July 17, 2026 will receive full consideration. Applications received after this date will be considered until the position is filled. Reference: 0015936