Senior Manager- Global Support

As the Manager/Senior Manager for the Global Support team at Sirion, you will play a crucial role in leading the Service Desk function. You will be responsible for managing a team that serves as the initial point of contact for all business users, internal and external, ensuring timely resolution of L1 queries and efficient routing of tickets to the relevant departments. Your focus will be on executing the service desk strategy to enhance customer service and build a global service desk that operates 24x7x365 to support Sirion products for customers worldwide. Your responsibilities will include running the global service desk, identifying and routing requests/incidents, monitoring ticket queues, and driving operational efficiencies through adherence to ITIL processes. You will be tasked with managing teams to ensure the fitness of resources for continuous support, preparing leadership reports, coordinating with various teams, and supervising requests related to growth, resources, and vendors. Additionally, you will be required to follow standard processes for issue escalation, build process documentation and SOPs, and ensure timely audit and quality checks of support activities. To be successful in this role, you should have a technical education background in computer science, along with 10-15 years of experience in technical support, customer support, or application support. Proficiency in handling global customers, familiarity with ITSM processes, excellent communication skills, and strong knowledge of ticketing tools are essential. Your commitment to diversity and inclusion will be highly valued in our inclusive work environment. If you are excited about this opportunity and possess the required qualifications and skills, we encourage you to apply by visiting our Careers at Sirion page and following the simple application process. We look forward to hearing from you and potentially welcoming you to our dynamic team at Sirion.,