Senior Manager - Support Operations

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.