Senior Manager - Support Operations

We are seeking an experienced Senior Manager to lead and manage a high-performing technical support team operating during night shifts. The role requires strong leadership skills, extensive experience in managing technical support operations, and a 24x7 approach to ensuring seamless customer service delivery. This role supports global customers and resolves complex issues.

Requirements

• Team Leadership: Lead and manage a team of technical support engineers.
• Shift Management: Oversee night shift operations and ensure optimal staffing.
• Customer Escalations: Handle complex escalations and resolve high-priority issues.
• Performance Monitoring: Establish and track KPIs for the team.
• 24x7 Support Strategy: Contribute to the design and implementation of 24x7 support processes.
• Training & Development: Identify skill gaps within the team and coordinate training.
• Continuous Improvement: Drive continuous improvement initiatives and improve customer experience.
• Collaboration: Work closely with other regional support teams.