Lead Engineer I- Innovation - Admin

Withum is a place where talent thrives - where who you are matters. It’s a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results. We empower clients with innovative tools and solutions to address their data, analytics, and business intelligence needs. At Withum, talent thrives—we recruit only the best and brightest people with a genuine passion for technology and impact.

Product Support Lead

to be in a position of strength

Key Responsibilities

Product Support Lead

How you’ll spend your time:

• Overseeing 24/7 Support Operations:

  Manage day-to-day product support activities to ensure continuous, high-quality support coverage around the clock. This includes scheduling and supervising a team that operates in shifts to provide seamless support for users globally.

• Incident & Problem Management:

  Monitor incoming support tickets via the IT Service Management system (e.g., ServiceNow) and ensure timely triage, assignment, and resolution of incidents. Coordinate root cause analysis for critical or recurring issues and drive problem management efforts to prevent future incidents, in line with ITIL best practices.

• Team Leadership & Mentoring:

  Lead a team of support engineers and specialists, providing guidance, training, and performance management. Foster a culture of excellence, accountability, and continuous improvement within the support team. Encourage knowledge sharing and professional development to build a high-performing support unit.

• Vendor Coordination:

  Collaborate with third-party Application Development vendors and service providers involved in product support. Escalate issues to vendor support as needed and ensure vendors meet their service obligations and Service Level Agreements (SLAs). Maintain clear communication and strong relationships with vendors to expedite problem resolution.

• ServiceNow Administration:

  Leverage the ServiceNow platform to track incidents, changes, and service requests. Ensure the support team follows best practices in ticket documentation, categorization, and closure. Optimize ServiceNow workflows and dashboards for efficiency and to enhance visibility into support metrics.

• SLA Monitoring & Reporting:

  Define and monitor Key Performance Indicators (KPIs) and SLAs for support (e.g., first response time, mean time to resolution, system uptime). Regularly report on support metrics and trends to stakeholders, using data to identify areas for improvement and to recognize outstanding performance.

• Process Improvement:

  Develop, document, and refine support processes and Standard Operating Procedures (SOPs) in line with ITIL or similar frameworks. Implement improvements such as faster escalation protocols, a robust knowledge base for common issues, and feedback loops with the development team to influence product quality and reliability.

• Collaboration with Product Teams:

  Work closely with Innovation product development teams to stay informed about new releases, features, and changes. Ensure the support team is prepared (through training or updated documentation) to support new product updates. Provide insights from support trends back to product and engineering teams to inform future product enhancements.

• Stakeholder Communication:

  Act as a point of escalation for major incidents or high-priority client issues. Communicate clearly and professionally with internal stakeholders (and clients, if applicable) during incidents, providing regular status updates and post-incident reports. Manage expectations and maintain confidence through effective communication during outages or service disruptions.

• Knowledge Management:

  Oversee the creation and maintenance of support documentation, RACI charts, FAQs, and a knowledge base. Ensure the support team documents solutions for known issues and that this knowledge is easily accessible to team members and end-users. Promote self-service where possible by publishing helpful articles or automated troubleshooting guides.

• Continuous Learning & Training:

  Stay up-to-date with the latest trends in IT support, customer service, and ITSM technologies. Conduct regular training sessions or drills for the support team (e.g., on new ServiceNow features, security practices, or updated support processes). Encourage a mindset of continuous learning and innovation to enhance support capabilities and user satisfaction.

Qualifications & Skills

The ideal candidate will possess:

• Experience:

  A minimum of

  10+ years of experience

  in product support, IT operations, or a related field, with several years in a leadership or supervisory role. Prior experience in a

  professional services or enterprise environment

  is highly desirable, demonstrating the ability to operate in a fast-paced, client-service-oriented setting.

• 24/7 Support Management:

  Proven experience managing

  24/7 support teams

  and operations. Ability to handle the challenges of round-the-clock service, such as shift scheduling, global team coordination, effective hand-offs between time zones, and maintaining team morale in a high-availability environment.

• ITSM & Tools Proficiency:

  Strong expertise in IT Service Management practices and tools. Hands-on experience with

  ServiceNow

  is required.
• Familiarity with its

  Incident, Problem, and Change Management

  modules is critical. Ability to generate and interpret ServiceNow reports for monitoring support performance.

• Process Knowledge:

  Solid understanding of

  ITIL

  or other ITSM frameworks for support processes. ITIL certification (e.g., ITIL 4 Foundation) or similar training is a plus. Should be able to implement best practices for incident resolution, problem management, change control, and continual service improvement.

• Technical Aptitude:

  Broad technical knowledge to understand and triage issues across various domains (applications, cloud services etc.). Extensive coding expertise is not required; however, being able to read system logs, understand error messages, and collaborate with engineering teams to address complex issues is necessary. Familiarity with cloud platforms like Azure or SaaS environments is beneficial.

• Technical Ecosystem Knowledge:

  Familiarity with the

  Microsoft Power Platform

  (including Power Apps, Power Automate, Power BI, and Dataverse) and

  Microsoft Azure services

  (such as Azure Functions, Logic Apps, Azure Active Directory, Azure Monitor, etc.) is strongly preferred. Many of our Innovation products leverage these cloud and low-code technologies, so understanding their basics will aid in effective troubleshooting and collaboration with development teams.

• Leadership & Communication:

  Excellent leadership, communication, and interpersonal skills. Capable of leading and motivating a support team and coordinating effectively with management and other departments.

  Strong communication skills (fluent English, both written and oral) are essential

  – the role requires clear documentation of issues and instructions, as well as confident communication with users and executives.

• Vendor & Stakeholder Management:

  Experience working with third-party vendors or outsourcing partners for support. Skilled in managing vendor relationships, contracts, and performance to ensure external support resources meet firm standards. Able to interface with clients or senior stakeholders in escalated situations with a calm, customer-focused attitude that maintains trust.

• Problem-Solving:

  Demonstrated

  analytical and problem-solving abilities

  . Able to quickly assess complex issues, prioritize effectively under pressure, and make sound decisions to restore service as fast as possible. A continuous improvement mindset to identify root causes of issues and implement preventative measures that enhance system reliability.

• Documentation & Training:

  Attention to detail in maintaining documentation such as support playbooks, runbooks, and user guides. Experience in creating and delivering training or onboarding programs for new support team members. Commitment to keeping an up-to-date knowledge base and ensuring the team adheres to documentation standards for every resolved ticket.

• Education:

  A bachelor’s degree in computer science, Information Technology, or a related field is preferred. Advanced education or relevant professional training is a plus.

• Certifications:

  Professional certifications relevant to support and service management are strongly preferred. For example,

  ITIL v3/v4 Foundation

  certification (or higher) demonstrates knowledge of ITSM best practices.

  ServiceNow Certified System Administrator

  (CSA) or other ServiceNow certifications would be an advantage, indicating the candidate’s ability to configure and optimize the platform for the team’s needs.