Product Support Manager

Job Summary

A company is looking for a Manager, Product Support.

Key Responsibilities

• Lead and develop a high-performing support team, ensuring exceptional customer satisfaction and adherence to SLAs
• Oversee daily operations, manage critical incidents, and monitor team performance metrics for continuous improvement
• Collaborate with stakeholders to enhance support operations and ensure effective communication with major customer accounts

Required Qualifications

• 5+ years of experience in application support or IT service management, with at least 2 years in a leadership role
• Bachelor's degree in computer science, information technology, business management, or a related field (or equivalent experience)
• Extensive knowledge of ITSM tools, preferably Jira
• Strong understanding of the software development lifecycle and its impact on support operations
• Proven ability to lead diverse teams in a fast-paced, 24/7 environment