About this role

Deliver 24/7 support function for customers using the multi i6 platforms
Manage service desk performance, KPIs and work closely with various teams to resolve customer issues
Supervise the Support Team and handle escalations
Oversee the triage, prioritisation, and resolution of incidents and service requests
Define, monitor, and report on service desk KPIs
Build and maintain an internal and customer-facing knowledge base
Ensure clear communication with Customer Success Managers
Support line manager to partner with Customer Success Managers
Maintain awareness of employee safety and compliance requirements

2-3+ years’ experience in a service desk or technical support team in a SaaS or operationally critical environment
Familiarity with the aviation industry is highly preferred
Track record of Supervising support teams
Experience working cross-functionally with Product, Engineering, Sales, and Customer Success teams
Have hands-on expertise with service desk and incident management tools
Excellent communication and problem-solving skills under time pressure

Customer Support Supervisor

Key skills