Support Manager

Meet your recruiter Sara Gomes

sara.gomes@intellias.com

https://www.linkedin.com...

Vacancy details

Management

Manager

Bulgaria,

Czech Republic,

Poland,

Portugal,

Ukraine

Remote

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A Support Manager ensures excellent customer services together with support teams and drives them towards the mission of faster, better and affordable services. They have a broad technical understanding, a good know-how on service level management with a strong focus on customer reporting and satisfaction.

What project we have for you

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias’s esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

What you will do

Responsibilities:

Define support concepts and processes
Organize and proper handover from product teams to support
Monitoring and evaluation of product and SLA reports
Ensure support case resolution by support teams
Consulting on reports to actively solve issues
Supervision and maintenance of established support processes
Internal SPOC for all support-related topics incl. stakeholder coordination
Capacity planning for the external support teams
First escalation instance for support cases and management of escalations until a solution is found
Define requirements for support of relevant tools, optimization of tooling
Define support related KPI´s
Ensure Knowledge Management

What you need for this

3+ years of experience as Support Manager in IT area.
Proven experience in setting up and managing Incident, Problem, Service Request, and Change Management processes
Ability to manage large-scale, high-demand projects.
Ability to influence and shape the team’s mindset and approach.
Excellent communication skills, with a positive and open mindset.
Strong experience in building reports and creating visual representations of achieved results.
Project delivery skills, including building roadmaps, creating plans, and setting measurable goals and forecasts.
Experience with contract signing and a solid understanding of key operational considerations.
High stress resilience and a strong sense of responsibility.
Proficiency in English at C1 level or higher.

Will be a plus:

ITIL certification (Foundation level or higher).

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.