Manager, Support Operations

Job Description

We are seeking an experienced Manager to lead and manage a high-performing technical support team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers and ensuring timely, high-quality resolutions to technical issues. WHAT YOU WILL BE DOING Team Leadership : Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service Shift Management : Oversee night shift operations, ensuring optimal staffing, workload distribution, and timely responses to customer inquiries Customer Escalations : Handle complex escalations, working closely with engineering, product, and other cross-functional teams to resolve high-priority issues Performance Monitoring : Establish and track key performance indicators (KPIs) for the team, including response times, resolution times, and customer satisfaction metrics 24x7 Support Strategy : Contribute to the design and implementation of 24x7 support processes, optimizing efficiency and ensuring alignment with global support operations Training & Development : Identify skill gaps within the team and coordinate necessary training and development programs to enhance technical and soft skills Continuous Improvement : Drive continuous improvement initiatives, leveraging customer feedback and support data to optimize processes and deliver a superior customer experience Collaboration : Work closely with other regional support teams to ensure knowledge sharing and consistency across support operations globally Reporting : Prepare and present regular reports on team performance, operational challenges, and customer satisfaction to senior leadership WHAT YOU BRING 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role Proven track record of managing teams in a 24x7 support environment Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable Leadership : Strong people management skills with the ability to motivate and develop a team Customer-Focused : Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience Problem-Solving : Strong analytical and troubleshooting skills with a proactive approach to problem-solving Communication : Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership Process-Oriented : Experience in defining and optimizing support processes and performance metrics Flexibility : Willingness to work night shifts and flexible hours to support global customers Education : Bachelor’s degree in Computer Science, Information Technology, or a related field Show more Show less