Manager, Support Operations

About the role

We are seeking a Support Operations Manager to lead our North America support team. This role involves running the day-to-day operations, managing the team, ensuring customer satisfaction, and leveraging automation tools.

Responsibilities

• Manage the North America support team day to day, balancing workload and maintaining consistent standards across shifts.
• Own the daily rhythm, including queue reviews, stand-ups, and shift handoffs.
• Take part in after-hours and on-call coverage as part of a global, 24x7 support model.
• Own escalations, following every one through to resolution, ensuring nothing goes dark and keeping stakeholders informed.
• Use automation to lighten the load, clearing routine tier 1 volume so the team can focus on complex, high-value cases.
• Keep the knowledge base accurate and current, identifying opportunities for automation and self-service.
• Track regional KPI performance, flagging trends and risks early, and holding the line on ticket hygiene.
• Lead case quality reviews and coach the team toward better customer conversations.
• Build, mentor, and develop a strong team, owning performance management and career growth for your people.
• Improve workflows, documentation, and standard procedures, keeping knowledge management (KCS) front and center.
• Partner with NAM and Unified Support leadership to ensure consistent execution across the region.
• Support high-touch handling of strategic accounts and coordinate escalations for critical issues.
• Support IT audits, security compliance, and data governance in the day-to-day.

Requirements

• Bachelor’s degree in a related field, or equivalent combination of education and related experience.
• 5+ years in technical or customer support operations, with real results in a high-volume environment.
• 2+ years of supervisory experience, managing a support team or operational staff.
• Solid hands-on experience with a service desk or ticketing platform, such as Zendesk, ServiceNow, or Jira Service Management.
• Experience building or tightening reporting, metrics, and operational reviews.
• Experience running case quality reviews and coaching to measurable improvement.
• A plus: some exposure to AI-enabled support tools.

Qualifications

• Comfortable supporting a global, 24x7 follow-the-sun model, including after-hours and on-call rotation when needed.

Skills

• Hands-on operator with a strong customer-first approach.
• Disciplined, with a focus on clean queue management and accurate data.
• Clear communicator with frontline teams, peers, and leadership.
• Ability to hold a team accountable while maintaining trust.

Benefits

• Accurate categorization, clean status, solid documentation, and data leadership can be trusted.
• Operational reviews and weekly reads on issues, risks, and recommendations.
• Case quality reviews and coaching to improve customer conversations.
• Performance management and career growth for your people.
• Improvement of workflows, documentation, and standard procedures.
• Partnership with NAM and Unified Support leadership for consistent execution.
• Support for high-touch handling of strategic accounts and coordinated escalations for critical issues.
• Support for IT audits, security compliance, and data governance in the day-to-day.

Pay

The typical base pay range for this role across the U.S. is USD $78,000.00 - $124,800.00 per year.

Schedule

This is a full-time position with a global, 24x7 follow-the-sun model, including after-hours and on-call rotation when needed.