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
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