Support Manager
Sheikh Zayed, Giza
Support Manager
Sheikh Zayed, GizaPosted 5 days ago13Applicants for1 open position
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Job Details
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Job Description
- About the Role
A proactive management of support operations, change enablement, and continuous knowledge development. You’ll be responsible for driving outcomes that extend beyond ticket resolution, ensuring SLA adherence, overseeing change request implementations, documenting technical changes, coordinating knowledge transfer from delivery teams, running regular client meetings, and leading internal training initiatives to enhance support capabilities.
Key Responsibilities:
- Team & Resource Management
- Lead professionals across multiple client accounts with different timezones
- Allocate resources effectively based on skills, demand, and utilization metrics.
- Client Operations & SLA Management
- Ensure support activities align with contractual obligations and SLAs.
- Oversee ticket management, change requests, and escalations across platforms.
- Own end-to-end incident and problem management processes, ensuring quality, speed, and transparency.
- Change Enablement & Documentation.
- Manage and approve operational change requests in collaboration with clients and technical leads.
- Ensure all changes are documented clearly, aligned with internal standards, and communicated across stakeholders.
- Take over and operationalize delivery team knowledge during handovers to the support phase.
Reporting & Governance:
- Conduct monthly governance meetings with clients to review KPIs, service improvements, and strategic alignment.
- Deliver timely and data-driven reports, highlighting SLA performance, backlog trends, change impact, and incident root causes.
- Process Improvement & Stakeholder Collaboration
- Identify and implement improvements in support workflows, tooling, and communication practices.
- Collaborate cross-functionally with delivery, product, and account management teams to enhance service value.
- Act as a key escalation point for complex or high-impact issues.
Job Requirements
- 5+ years in a senior support, operations, or service delivery leadership role.
- Deep experience managing SaaS (Salesforce or Genesys).
- Strong understanding of SLA frameworks, ITIL practices, and support governance.
- Proven track record in managing operational change, training, and team development.
- Excellent communication, reporting, and stakeholder engagement skills.
- Experience with ITSM platforms, ticketing tools, Jira, or CRM systems
