Manager, Product Support

Job description

Posting Type Remote/Hybrid: Job Overview: As a Product Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Support Manager should have intimate knowledge of all Product Support processes and procedures. You will be tasked with developing strategies, managing team operations, and collaborating with other departments. The Support Manager will monitor team ticket queues, ensuring timely assignment and resolution, balancing workloads, and managing staffing adjustments due to PTO and training. The Support Manager should be organized, detail-oriented, and focused on meeting department goals and metrics. You will also inform your Manager of personnel, performance, client perception, and project status issues and work closely with Global teams to ensure consistent, high-quality service. The Support Manager is responsible for the professional development of their reports. Job Description and Requirements: Role Responsibilities: Oversee team response to customer incidents and requests on a daily basis , ensuring tickets are managed and processed in alignment with established policies and procedures. Monitor and report on support...