IT Manager (SaaS) – US Hours | HMO on Day 1
Jobs and Careers at E2Open

IT Manager (SaaS) – US Hours | HMO on Day 1

E2Open
Local
1 month ago
Local
Apply before October 14, 2022

Job Description

Global Support Manager

(Philippines)

Responsibilities:

  • Manage the customer support day-to-day functions.
  • Motivate a team of support engineers through performance coaching, inspiring them to
  • think, feel and act in ways that enable success.
  • Maintain a professional, optimistic, and energetic presence that instills confidence in the
  • team.
  • Maintain alignment with business goals and service level requirements.
  • Responsible for meeting support SLAs and ambitious KPIs.
  • Responsible for hiring, training, and mentoring employees.
  • Communicate critical customer issues and known issues to senior management in a
  • timely manner.
  • Provide leadership and communication in critical issue resolution.
  • Oversee the overall performance of the team, being able to influence and direct their
  • work towards customer satisfaction.
  • Maintain a mindset of continuous improvement and maximize support efficiency.
  • Keep the team informed of all new information related to products, procedures, and
  • trends.

Requirements:

  • Bachelor’s / Master’s Degree in Computer Science / Information Technology or equivalent experience.
  • 10+ years of related work experience with 5+ years of experience building support
  • team across multiple channels (live chat, chatbot, phone, and email)
  • Experience with Salesforce Service Cloud platform or other similar ITSM tools.
  • Experience using data to implement improvements in customer experience with a
  • proactive mindset towards continuous improvement.
  • A sound understanding of ITIL or equivalent ITSM methodology.
  • Support experience with enterprise SaaS solutions is preferred.
  • Experience developing self-service and digital solutions using AI/ML is a plus.
  • Excellent analytical and problem-solving skills, combined with the ability to drive and
  • influence fast resolution to problems.
  • Demonstrated ability to self-motivate and be flexible within a fast-paced environment.
  • Experience at a global software or consulting firm is a plus.
  • Candidate must be able to work during US hours. 

How do you apply?

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