Manager, Support Operations
Core
Run the day-to-day operations of a North America support team, managing escalations, automation, and performance metrics to ensure high-quality customer service.
Role type
Manager, Support Operations
Builds
Customer support operations and service delivery for a global IT sales channel
Domain
IT Sales Channel / Technology Distribution
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, SLA management, escalation handling, root cause analysis, automation strategy, data reporting, knowledge management, workflow optimization
Preferred skills
Zendesk, ServiceNow, Jira Service Management, AI-enabled support tools
Technologies
Zendesk, ServiceNow, Jira Service Management
Responsibilities
Manage daily team operations and workload balance; Own escalation resolution and root cause analysis; Implement automation and AI tools to reduce routine volume; Track and report on KPIs (SLA, CSAT, backlog); Coach team on case quality and customer communication
Seniority
Manager, operational leadership
