Global Customer Support Director

Job Description

OverIT at a glance

OverIT is a global Software-as-a-Service (SaaS) company with a strong presence in North America and Europe.

We empower organizations in the power, utility, telco, and transportation industries to manage their mission-critical infrastructures efficiently and safely through cutting-edge Field Service Management software solutions.

At OverIT, we leverage advanced technologies like ML (Machine Learning), AR (Augmented Reality), IoT (Internet of Things), and GIS (Geographic Information System) to help ensure the infrastructures essential to our daily lives are always on.

If you want to be part of a top technology brand, join us

What you'll do

• Effectively manage, develop, and coach the Global Customer Support team across regions.
• Manage external partners and service providers operating in different geographies.
• Define and own the staffing and performance management strategy of the unit, ensuring alignment with the needs of a global organization headquartered in Italy.
• Oversee resource allocation and macro-level planning to support a distributed support model.
• Define and align global support strategies with the broader CSG leadership team.
• Promote collaboration among cross-regional stakeholders, including partners, customers, vendors, and internal teams.
• Drive continuous improvement of support processes and tools by leveraging automation and AI technologies to enhance efficiency, scalability, and responsiveness to evolving business needs.
• Engage with senior management and C-level stakeholders, both in Italy and abroad, to support strategic business and IT objectives.
• Manage escalations with professionalism and a sense of urgency.
• Collaborate with Account Executives and Customer Success Managers to define and execute customer success strategies.
• Regularly assess performance metrics and share results with internal stakeholders.
• Support upsell and cross-sell efforts by identifying risks and opportunities through customer interactions.
• Ensure consistent, data-driven monitoring and reporting of team performance.

What you'll need

• Extensive experience leading large, international support organizations — ideally gained while working abroad (e.g., US or other global markets).
• Proven ability to manage and scale teams in fast-paced, high-growth environments.
• Strong track record working directly with enterprise clients, with a focus on customer satisfaction and retention.
• Experience managing complex service models, including partner-delivered support across multiple regions.
• Strong leadership presence, with the ability to operate effectively in high-pressure and ambiguous contexts.
• Excellent communication and stakeholder management skills, including the ability to influence at all levels.
• Passion for people development and team motivation.
• Excellent knowledge of the ITIL framework, particularly Incident Management, Problem Management, Service Request Management, and SLA Management.
• Deep understanding of service desk operations and industry best practices.
• Experience using Jira Service Management or similar platforms.
• Familiarity with AI-based tools and automation to enhance support operations and improve efficiency.
• Understanding of cloud architectures (IaaS, PaaS, SaaS models).
• Working knowledge of Oracle DB and Java-based applications.
• Fluent in English and Italian, as the role requires collaboration with stakeholders in Italy and across global markets.

What we offer

• OverIT is a unique transformation project in the SaaS space arena, full of ambition to scale and grow globally.
• International culture and environment with the opportunity to partner with an outstanding group of people and professionals who joined the company to scale and succeed
• A career-defining opportunity with full exposure to two leading private equity firms

At OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender perception or identity, ethnicity, or place of origin.