Our client, a fast-growing SaaS company, provides IT managers around the world with a comprehensive RMM (Remote Monitoring and Management) and ticketing solution. They are seeking an experienced and technically proficient Support Team Leader to manage their team of outstanding support engineers. You will be responsible for supervising, managing, and motivating team members daily and making sure they provide the best possible service while ensuring they meet their KPIs and SLAs.  

As a team leader, effective communication skills are crucial since you will interface between the Support Team and Product, Dev, and the Customer Success Teams. We are looking for someone who is a “go-getter” and can be proactive to ensure smooth team operations and effective collaboration.  

You should lead by setting a good example and engage the team to achieve goals.

Responsibilities: 

1.       Provide direction and guidance to employees ensuring that customer service tickets and chats are answered in a timely, efficient, and knowledgeable manner. 

2.       Continually evaluate and optimize e processes, procedures, and overall service using data when possible. Provide quantitative and qualitative data to team members as part of their overall performance feedback. Coach team members regularly to ensure professional growth. 

3.       Ensure employees have the required technical and soft skills to perform their duties.  

4.       Serve as an escalation point who responds to and handles employee concerns.  

5.       Cultivate and maintain a high-quality (and fun) work environment so team members are motivated to perform at their highest levels. 

6.       Assist the Director of Support with daily operations of the support center including the development, analysis, and implementation of staffing, training schedules, and reward/recognition programs. 

7.       Work as a member/leader of special or ongoing projects that are important to area/process improvement. Optimize processes. 

8.       Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives. 

Requirements:  

1.       At least 2 years of experience as a support team leader.  

2.       Customer-centric orientation, leadership, and organizational skills. 

3.       Strong problem-solving and analysis skills. 

4.       Strong technical orientation.  

5.       Solid IT infrastructure knowledge in networks topologies including operating systems, messaging, etc.  

6.       Fluent written and spoken English. Additional languages are an advantage. 

7.       Willingness to work shifts and weekends 

8.       Ability to work with data and BI to understand business insights 

9.       Solid understanding of SLA commitments and service KPIs. 

10.     Strong understanding of implementing/respecting incident management processes and dependencies 

11.      ITIL certification is a plus.

12.      Advantage: Experience supporting RMM or ITSM platforms. 

13.      Advantage: Experience in supporting SaaS products.

Our client is ready to trust you with successful, long-term collaboration. What about you?

Connect with us at office@itswise.ro and let’s talk about your next opportunity!