Escalation Manager - US region

As an IM Team Lead, you will be responsible for overseeing the daily operations of the Incident Management Team, ensuring smooth functioning and high customer satisfaction. Your key responsibilities will include: - Overseeing the day-to-day operations of the Incident Management Team - Acting as a senior agent to drive customer satisfaction through exceptional support - Mentoring and providing oversight, coaching, and training to IM staff - Being the point of contact for technical escalations - Recording and tracking team SLAs and workflows - Providing necessary support for internal and external customers - Communicating escalated issues to Tier 3 and product managers - On-boarding new IM team members - Assisting in creating team KPIs, monitoring, and reporting on results - Ensuring timely and professional resolution of customer inquiries and issues - Creating relevant support material for the team - Providing feedback to staff and customers on resolved and ongoing problems - Implementing preventive measures to reduce customer faults and issues Qualifications Required: - BS degree in Information Technology, Computer Science, or equivalent - Proven working experience in enterprise technical support and product support - Demonstrated people management and leadership skills - Excellent oral and written communication skills - Strong problem-solving and analytical skills - Ability to multitask efficiently under time pressure - Previous experience in managing customer-focused teams and fostering a service and support-focused team culture,