Manager Consulting Delivery

Ticket Management:
Monitor and manage the ticket queue to ensure timely assignment, progress, and resolution of all client-raised issues.Set and enforce SLAs (Service Level Agreements) and escalate priority cases as needed.Analyze incoming ticket trends to identify recurring issues and recommend preventative solutions.Maintain comprehensive records of ticket status, resolution actions, and root causes.Team Leadership:Lead, mentor, and support a team of support agents, fostering a customer-first culture.Conduct regular team meetings to discuss metrics, challenges, and process improvements.Provide performance feedback and training opportunities to develop team capabilities.Client Communication:Act as the escalation point for complex or high-priority client issues.Ensure professional, prompt, and empathetic communication is maintained at all times.Collaborate with account managers and technical teams to deliver seamless customer support experiences.Process Improvement & Reporting:Continuously evaluate and optimize support workflows to enhance efficiency and effectiveness.Generate weekly and monthly reports on ticket volume, resolution time, SLA adherence, and customer satisfaction.Implement tools and automation where applicable to streamline ticket handling and reporting.

Must to have Skills-5+ years of experience in a customer support or technical support environment, including 2+ years in a managerial role.
Proven experience managing support ticketing systems (e.g., Zendesk, Jira, Freshdesk, ServiceNow).Strong analytical, organizational, and problem-solving skills.Preferred:Experience with customer success or CRM platforms.Exposure to SaaS or technology service environments.Key Competencies:Leadership and team managementClient-focused mindsetStrong communication skills (verbal and written)Analytical thinking and attention to detailGood to have Skills-Customer Success/Interaction

• Client Management
• Communications Management
• Delivery Management
• Project Management