The Support Manager oversees the day-to-day operations of the Support Team which is located in three main geographies (America, Europe and Asia). The Support Team is responsible to advise and guide customers on the Nakisa’s developed applications. The Support Manager reports directly to the Director of Development and works with Software Development, Technical Support, and other software-related departments.

Responsibilities:

• Responsible for all activities of the Support Teams in your assigned regions.
• Play a pivotal part in the success of globalizing support services
• Develop, implement and improve SLAs/policies to ensure the best services and solutions
• Assess and improve current procedures driving operational improvements
• Implement self-service technologies and other work optimization strategies and tools
• Work closely with tier 3 Dev teams to assist with timely resolutions of complex issues
• Perform regular systems audits to ensure support compliance with standards
• Monitor ticketing system queue and assign accordingly
• Day to day business systems maintenance
• Be the escalation point for VIP users to prioritize requests appropriately
• Manage team schedules to ensure maximum coverage
• Keep team motivated and committed to support objectives

Qualifications: 

• 10+ years IT experience with 5+ years managing a service desk
• Strong understanding of web technologies
• Demonstrated ability to evolve and implement new technologies, processes and improvements to drive SLA, costs reduction etc.
• Experience using Jira, or other service desk software.
• Skilled at problem analysis and problem solving
• Customer service oriented and able to resolve interpersonal conflicts
• Experience creating service catalogs, managing SLA and creating support road-maps
• Ability to constantly re-prioritize tasks and projects
• Excellent written and verbal English communication
• Able to accept after hours calls, escalations and work when required
• Degree in Computer Science or related field