Global Customer Support Manager

Global Customer Support Manager – OverIT Field Service ManagementOverIT 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 mission-critical infrastructures efficiently and safely through cutting-edge Field Service Management software solutions.Leveraging advanced technologies such as Machine Learning, Augmented Reality, Internet of Things and Geographic Information Systems, we help ensure these essential infrastructures are always on.We're looking for a seasoned leader to manage and scale our global customer support organization.What you'll needExtensive experience leading large, international support organizationsProven ability to manage and scale teams in fast-paced, high-growth environmentsTrack record of working directly with enterprise clients, with a focus on customer satisfaction and retentionExperience managing complex service models, including partner-delivered supportStrong leadership presence, operating effectively in high-pressure and ambiguous contextsExcellent communication and stakeholder management skills, including influence at all levelsPassion for people development and team motivationExcellent knowledge of the ITIL framework, particularly Incident, Problem, Service Request and SLA managementDeep understanding of service-desk operations and industry best practicesExperience using Jira Service Management or similar platformsFamiliarity with AI-based tools and automation to enhance support operations and improve efficiencyUnderstanding of cloud architectures (IaaS, PaaS, SaaS models)Working knowledge of Oracle DB and Java-based applicationsFluent in English and ItalianWhat youll doManage, develop and coach the Global Support Customer teamManage external partners and service providersDefine and own the staffing and performance-management strategy of the unitOversee resource allocation and macro-level planningDefine and align global support strategies with the broader CSG leadership teamPromote collaboration among stakeholders, including partners, customers, vendors and internal teamsDrive continuous improvement of support processes and tools by leveraging automation and AI technologiesEngage with senior management and C-level stakeholders to support strategic business and IT objectivesManage escalations with professionalism and a sense of urgencyCollaborate with Account Executives and Customer Success Managers to define and execute customer success strategiesRegularly assess performance metrics and share results with internal stakeholdersSupport upsell and cross-sell efforts by identifying risks and opportunities through customer interactionsEnsure consistent, data-driven monitoring and reporting of team performanceWhat we offerOverIT is a unique transformation project in the SaaS space, full of ambition to scale and grow globallyInternational culture and environment with the opportunity to partner with outstanding people and professionals who joined the company to scale and succeedA career-defining opportunity with full exposure to two leading private-equity firmsEmployment informationSeniority level: Mid-senior levelEmployment type: Full-timeJob function: Information TechnologyIndustries: Software Development, IT Services & ConsultingEqual Opportunity EmployerAt OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender identity, ethnicity, or place of origin.#J-*****-Ljbffr