Remote job
Manager Support
Job details
About this role
Role overview
Lead an IT customer support function that resolves technical issues efficiently while representing customer needs across the organization. The role combines queue management, escalation ownership, people leadership, service improvement, capacity planning, and operational coordination within a supply-chain technology environment.
Responsibilities
- Manage the support case queue and ensure incidents and requests are handled within appropriate timelines and service expectations. - Act as the escalation point for complex technical issues that frontline support cannot resolve, coordinating action plans and communicating status to service leadership. - Monitor team performance, provide ongoing feedback, and conduct evaluations that support individual development and team effectiveness. - Improve support workflows, documentation, tooling, and knowledge-sharing practices to raise customer satisfaction and operational efficiency. - Review team capacity and forecast future needs, identifying gaps in process, resources, documentation, or tool usage. - Identify risks affecting the support function or specific customer accounts and help develop solutions for operational initiatives.
Requirements
- At least five years of experience managing IT customer support teams. - Bachelor’s degree in business, computer science, management information systems, or an equivalent combination of education and experience. - Strong customer-service, analytical, communication, multitasking, and problem-solving skills. - Fluency in English and the ability to communicate effectively with customers, support staff, and organizational leaders.
Nice to have
- Knowledge of logistics or transportation management software. - Familiarity with cloud infrastructure and services such as AWS, Azure, Oracle Cloud Infrastructure, or Google Cloud. - Demonstrated commitment to continuous improvement, knowledge sharing, and team building.
Benefits and work setup
- The role is positioned within a technology organization focused on improving supply-chain operations. - The employer states a commitment to inclusion, equal opportunity, reasonable accommodations, and a workplace where varied backgrounds and perspectives are valued.