Job Description
Support Operations Manager
Our client is a growing software technology company seeking a Support Operations Manager to own how support tickets get resolved: the process, the standards, and the results. This individual will build scalable support systems, define best practices for ticket management, and establish quality standards for issue resolution. This is a hands-on leadership role that requires directly handling tickets while supervising and coaching the support team.
Essential Job Functions
Own ticket resolution quality and standards across the support team
Design and manage the ticket pipeline, including intake, prioritization, categorization, and routing
Work tickets directly, including complex or escalated issues
Develop and implement processes that drive consistency and efficiency
Build and maintain a knowledge base for common issues and resolutions
Identify and implement AI-assisted tools to improve ticket resolution speed and quality
Track and report on key support metrics, including ticket volume, resolution time, and quality
Identify recurring issues and partner with internal teams to drive long-term solutions
Supervise, coach, and develop support team members
Partner with Engineering on technical escalations
Partner with Customer Success on client-sensitive communications
Partner with Product teams to identify trends and improvement opportunities surfaced through support tickets
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
3+ years of experience managing or working within a technical support, help desk, or ticketing environment
Proven experience building or improving support processes
Comfortable working tickets directly while leading a team
Strong analytical skills with experience defining, tracking, and reporting on performance metrics
Experience managing, mentoring, or coaching employees
Excellent written and verbal communication skills
Ability to work independently and execute in a fast-paced environment
Nice to Have Skills & Experience
Experience in SaaS, software, technology, property management, or real estate industries
Familiarity with ticketing platforms such as Zendesk, Freshdesk, Jira Service Management, or similar tools
Experience partnering with engineering and product teams to resolve customer issues
Experience leveraging AI or automation tools within support operations
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.