The ideal candidate will be deeply enthusiastic about delivering outstanding customer support, growing a great team, and providing continuous improvement initiatives focused on incident management and 3rd level Software support.
What you will do
Coordinate and mentor a growing multi-site team of Software product service desk and incident analysts, providing guidance, coaching, and performance feedback. Establish and maintain service level agreements (SLAs) for incident response and resolution, ensuring adherence to agreed-upon standards. Oversee the day-to-day operations of the service desk, including ticket triaging, prioritization, and escalation as necessary. Facilitate thorough investigation and root cause analysis of incidents, collaborating with technical teams to identify underlying issues and implement preventive measures. Collaborate with cross-functional teams (including business owners, product engineering and operations, IT, customer service, quality) to develop relevant KPIs and implement process improvements, process automation strategies, and best practices to enhance service delivery and efficiency. Identify incident trends and root causes to proactively address recurring issues and deliver long-term solutions. Serve as a point of escalation for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders. Coordinate development and maintenance of comprehensive documentation, knowledge articles, and training materials for the Software product service desk itself (3rd level support) and related customer service teams (1st/2nd level support). Promote a culture of customer-centricity, teamwork, and continuous learning within the team.What you bring
Degree in Computer Science, Information Technology, or related field. Proven experience in a leadership role within a Software product service desk or IT support environment, with a focus on incident management. Comprehensive understanding of IT service management (ITSM), incident management processes, and service desk best practices. Experience in conducting in-depth investigation and root cause analysis of incidents related to software products. Effective communication skills in an international setup, with the ability to smoothly interact with customer service, stakeholders, and team members at all levels. Demonstrated experience in driving process improvements, automation initiatives, and performance optimization. Proficiency in using service desk tools and platforms (e.g., Jira, Salesforce) and familiarity with incident tracking and reporting systems. Great analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment. ITIL certification is a plus.What we offer
