Manager Support - privileged access management (PAM)

e are seeking an experienced Manager to lead and manage a high-performing technical suppor 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 customersand 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 customerservice.

• Shift Management:

  Oversee night shift operations, ensuring optimal staffing,workload distribution, and timely responses to customer inquiries.

• Customer Escalations

  : Handle complex escalations, working closely withengineering, product, and other cross-functional teams to resolve high-priorityissues.

• Performance Monitoring

  : Establish and track key performance indicators(KPIs) for the team, including response times, resolution times, and customersatisfaction metrics.

• 24x7 Support Strategy:

  Contribute to the design and implementation of 24x7support processes, optimizing efficiency and ensuring alignment with globalsupport operations.

• Training & Development:

  Identify skill gaps within the team and coordinatenecessary training and development programs to enhance technical and softskills.

• Continuous Improvement:

  Drive continuous improvement initiatives,leveraging customer feedback and support data to optimize processes anddeliver a superior customer experience.

• Collaboration:

  Work closely with other regional support teams to ensureknowledge 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 PAM (privileged access management) technologies (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: Bachelors degree in Computer Science, Information Technology, or a related field.