Support Team Manager

We are looking for a dedicated and experienced Support Team Manager to oversee the management of our People Support Jira system and to lead the development of a comprehensive knowledge base. In this role, you will be responsible for ensuring that our internal support processes run smoothly, efficiently, and deliver the highest level of service to our team members. You will work closely with various departments to build a robust knowledge base that will serve as a key resource for all employees.

Key Responsibilities:

• Jira System Management: Oversee and manage the People Support Jira system, ensuring tickets are tracked, prioritized, and resolved in a timely manner
• Team 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 members
• Knowledge Base Development: Build and maintain a comprehensive knowledge base that serves as a go-to resource for frequently asked questions, policies, procedures, and best practices
• Process Improvement: Continuously analyze support workflows and suggest improvements to optimize efficiency and service quality
• Reporting & 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 improvement
• Collaboration: 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