Manager, Customer Support

We are seeking an experienced Manager to lead and manage a high-performing technical support team operating during night shifts. The ideal candidate will 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, supporting global customers and ensuring timely, high-quality resolutions.

Requirements

• 7-10 years of experience in technical support
• 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
• Strong people management skills
• Demonstrated ability to handle customer escalations effectively
• Strong analytical and troubleshooting skills
• Excellent verbal and written communication skills
• Experience in defining and optimizing support processes and performance metrics
• Willingness to work night shifts and flexible hours