Key Responsibilities :

1. Application Support Operations :

- Oversee daily operations of the Application Support team, ensuring all inbound support requests (via Zendesk, email, chat, or phone) are triaged, prioritized, and resolved within SLAs.

- Establish and maintain support workflows that ensure prompt and professional responses to all client inquiries.

- Monitor system performance metrics and call drivers to identify recurring issues and trends.

- Collaborate with the Engineering and Product teams to resolve technical issues and communicate product updates effectively to end users.

2. People Leadership & Team Development :

- Lead, mentor, and develop a team of Application/Technical Support Specialists to deliver consistent, high-quality support.

- Conduct regular performance reviews, coaching sessions, and skill assessments to promote team growth.

- Foster a culture of accountability, collaboration, and continuous learning.

- Manage workforce planning, scheduling, and resource allocation to meet service demands.

3. Issue Management & Escalation :

- Oversee the triage and escalation of complex issues to higher-level technical or development teams.

- Ensure clear and timely communication with clients on the status of escalated issues.

- Drive root-cause analysis and contribute to post-incident reviews to prevent recurrence.

4. Documentation & Knowledge Management :

- Maintain and enhance internal knowledge bases, FAQs, and troubleshooting guides.

- Ensure accurate documentation of support tickets, resolutions, and system issues.

- Encourage team contribution to knowledge-sharing initiatives and training materials.

5. Training & Enablement :

- Oversee delivery of baseline training and guidance to clients, partners, and internal stakeholders on applications.

- Partner with Enablement and Product teams to design and deliver product update sessions and onboarding materials.

6. Customer Experience & Continuous Improvement :

- Monitor and improve customer satisfaction metrics (CSAT, NPS, resolution time).

- Analyze support data to identify opportunities for process automation, workflow optimization, and product improvements.

- Implement best practices in incident management, communication, and client relationship handling.

Qualifications :

- Bachelor's degree in Information Technology, Business, or related field

- 10+ years of experience in Application Support, Service Delivery, or Technical Operations, with at least 3 years in a managerial role.

- Strong knowledge of help desk systems (e.g., Zendesk, ServiceNow, Jira Service Management).

- Proven experience managing support operations in a SaaS or enterprise technology environment.

- Excellent analytical, problem-solving, and decision-making skills.

- Strong leadership and communication abilities with a customer-centric mindset.

- Familiarity with ITIL practices or service management frameworks (preferred).

Success Metrics :

- Achievement of SLA and response time targets.

- High customer satisfaction (CSAT/NPS) and low escalation rates.

- Efficient incident handling and resolution processes.

- Continuous improvement in documentation and training content.

- Strong employee engagement and retention within the support team.