The Role
The Senior Manager will lead a technical support team, manage night shift operations, handle escalations, monitor performance, and drive continuous improvement in a 24x7 global support environment.
Summary Generated by Built In
We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers
and ensuring timely, high-quality resolutions to technical issues.
WHAT YOU WILL BE DOING
- Team Leadership: Lead and manage a team of technical support engineers,
providing guidance, mentorship, and support to ensure exceptional customer
service.
Shift Management: Oversee night shift operations, ensuring optimal staffing,
workload distribution, and timely responses to customer inquiries.
Customer Escalations: Handle complex escalations, working closely with
engineering, product, and other cross-functional teams to resolve high-priority
issues.
Performance Monitoring: Establish and track key performance indicators
(KPIs) for the team, including response times, resolution times, and customer
satisfaction metrics.
24x7 Support Strategy: Contribute to the design and implementation of 24x7
support processes, optimizing efficiency and ensuring alignment with global
support operations.
Training & Development: Identify skill gaps within the team and coordinate
necessary training and development programs to enhance technical and soft
skills.
Continuous Improvement: Drive continuous improvement initiatives,
leveraging customer feedback and support data to optimize processes and
deliver a superior customer experience.
Collaboration: Work closely with other regional support teams to ensure
knowledge sharing and consistency across support operations globally.
Reporting: Prepare and present regular reports on team performance,
operational challenges, and customer satisfaction to senior leadership.
WHAT YOU BRING
- 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role.
- Proven track record of managing teams in a 24x7 support environment.
- Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable.
- Leadership: Strong people management skills with the ability to motivate and develop a team.
- Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience.
- Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving.
- Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership.
- Process-Oriented: Experience in defining and optimizing support processes and performance metrics.
- Flexibility: Willingness to work night shifts and flexible hours to support global customers.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
Top Skills
Ad
Iam/Iga Technologies
Ldap
SAP
Servicenow
Sql Databases
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The Company
What We Do
Saviynt’s Enterprise Identity Cloud helps modern enterprises scale cloud initiatives and solve the toughest security and compliance challenges in record time. The company brings together identity governance (IGA), granular application access, cloud security, and privileged access to secure the entire business ecosystem and provide a frictionless user experience.