Support Team Manager

Key Responsibilities:

• Jira System Management: Oversee and manage the People Support Jira system, ensuring tickets are tracked, prioritized, and resolved in a timely mannerTeam Management & Coordination: Lead, mentor, and develop a team of support specialists, fostering a collaborative and performance-driven environment
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team membersKnowledge Base Development: Build and maintain a comprehensive knowledge base that serves as a go-to resource for frequently asked questions, policies, procedures, and best practicesProcess Improvement: Continuously analyze support workflows and suggest improvements to optimize efficiency and service qualityReporting & Analytics: Generate regular reports on ticket volumes, response times, and resolution rates to assess team performance
• Use data to identify trends and areas for improvement in both the support system and knowledge base
• Present insights and recommendations to senior leadership to drive continuous improvementCollaboration: Collaborate with HR, IT, and other departments to ensure alignment on support processes and integration of relevant knowledge base content

Qualifications

• Bachelors degree in Business Administration, Information Technology, Human Resources, or related field preferred.

Skills & Competencies:

• Strong team management skills
• Excellent organizational and multitasking abilities
• Analytical mindset with the ability to use data to drive decisions and improvements
• Exceptional written and verbal communication skills
• Familiarity with HR or People Support processes is a plus
• Proactive problem solver with a focus on continuous improvement
• Ability to work in a fast-paced environment and manage multiple priorities
• Collaborative team player who can work effectively across departments