Head of Support Services
New
C
CincomEnterprise software
The role is remote and the location is open.ContractDirector
Salary2,900 - 5,000 USD per month
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Job Details
- Languages
- Fluent Business English communication. Additional languages, particularly French, German, Italian.
- Required Skills
- Azure
Requirements
- Experience leading Level 1 and Level 2 support for enterprise software customers, ideally across more than one product.
- A track record of building or reshaping a support function.
- Experience running or building a 24/7 support operation, including on-call and potential follow-the-sun models.
- Experience managing escalations into engineering teams and holding them to agreed timescales.
- Experience running SLA-based support for business-critical customer systems.
- Strong grounding in incident, problem and change management (ITIL or equivalent).
- Working understanding of hosted and cloud environments, Azure or similar, including monitoring and alerting and management of guaranteed up-time.
- Comfortable with service desk platforms, reporting and automation.
- Fluent Business English communication.
- Desirable: hands-on experience with Zoho Desk or a comparable service desk platform; experience introducing AI-assisted support, knowledge-centred support or self-service; ITIL 4 certification; and experience supporting regulated sectors with familiarity with ISO 27001 and SOC 2.
Responsibilities
- Lead the Level 1 support team and senior Hosted Services roles, and build Level 2 knowledge over time.
- Hire, develop and coach the team, set objectives, and cross-skill people across products.
- Design and run Support as a 24/7 service, including coverage, rotas, on-call and follow-the-sun arrangements.
- Establish consistent intake, triage, severity and prioritisation processes across products.
- Own Level 1 to Level 2/3 escalations through resolution and review escalation trends with product heads.
- Oversee support for hosted customer environments, including availability, monitoring, backups, patching, disaster recovery and incident response.
- Configure Zoho Desk as the single support platform and build a knowledge base and self-service capabilities.
- Work with the AI team on AI-assisted Level 1 support, including local-language support and validation.
- Set and report SLAs and service levels, lead major incident response, and support ISO 27001 and SOC 2 evidence requirements.
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