Job Description
The Production Support Manager will lead a team responsible for supporting and enhancing a live, client‑facing production environment. This individual will manage resources supporting both new system implementations and ongoing enhancements, while ensuring day‑to‑day operations run smoothly and consistently. They will serve as the primary escalation point for clients and internal teams, stepping in to de‑escalate situations, communicate clearly, and drive resolution when issues arise. The manager will train, mentor, and support their team, ensuring they understand and correctly apply a wide range of detailed operational rules and decision paths, including how specific scenarios impact what actions or data can be released. They will collaborate closely with business stakeholders, clients, and technology partners to identify areas for improvement, recommend process or system enhancements, and align support activities with evolving business needs. While the technical work itself is straightforward, success in this role depends on strong leadership, attention to detail, sound judgment, and the ability to confidently manage both people and customer expectations in a fast‑paced production environment
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
7–10 years of professional experience in production support, operations, technology delivery, or a related leadership role
Proven people management experience
Strong execution and delivery skills, with hands‑on experience planning, delivering, and supporting operational or system‑based work
Demonstrated ability to lead teams through end‑to‑end initiatives, enhancements, or ongoing support models
Experience working with highly sensitive data
Highly detail‑oriented, with the ability to learn, retain, and consistently apply complex rules, policies, and process variations
Strong customer‑facing skills, including experience handling escalations, managing expectations, and calming dissatisfied clients
Comfortable working with basic technical systems, including running predefined jobs or commands, without requiring deep coding expertise
Bachelor’s degree preferred, or equivalent professional experience; Certified Analytics Professional (CAP) preferred
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.