Drive operational excellence across a global, multi-channel support organization
Oversee a 24/7/365 operation, ensuring effective staffing and service delivery across phone, chat, portal, and email channels
Recruit, hire, and train high-performing technical support teams across global locations
Conduct performance reviews and manage incentive plans, coaching both top and underperforming staff
Lead strategic improvement initiatives and collaborate across teams for broader rollout
Manage time-critical communications for incidents, maintenance, and releases
Drive performance against KPIs including response time, resolution time, and customer satisfaction
Own senior-level client escalations and support the team in de-escalating complex situations
Identify reporting needs and partner with Business Systems to deliver accurate insights
Collaborate with technical stakeholders to minimize customer impact during maintenance
Serve as on-call Client Communications Manager during critical incidents (rotational)

5+ years of direct leadership experience in a client-facing technical support role, ideally within a SaaS or technical environment
Technical experience across networking, system troubleshooting, streaming/video infrastructure, database administration, front-end or back-end development
Proficiency with backend systems (Salesforce Service Cloud, Jira)
Experience with reporting tools (Salesforce, Power BI)
Excellent communication, time management, and prioritization skills
Experience with recruitment, resume review, and panel interviews
Track record of cross-functional collaboration and change implementation
Knowledge of multi-channel support operations (chat, phone, email, portal)
Familiarity with Agile development methodology
Certifications such as ITIL Foundation, Microsoft, AWS, or CompTIA A+ (preferred).

Senior Manager – Technical Support

Key skills