Service Management Technical Support Lead

We’re looking for an experienced Service Management Technical Support Lead who’s passionate about leading teams and driving impactful changes. If you have a background in technical support leadership and thrive on making a difference, we want you on our team.

Our small yet global team is spread across the US and APAC regions, supporting internal and external collaboration partners. We tackle technical problems and streamline processes, always adhering to our agreed service level agreements (SLAs).

How we work

We operate on a strong belief in automation, programmatic implementation, and reusable design. We’re looking for people who can step back and think holistically about the ecosystem, but also follow through and help implement the design; drawing on the resources across the rest of the platform tribe.

As we grow we need to sustain this growth by continuously iterating on the services we run, with a focus on availability, security, and ease of use. We’re looking for a lead with relevant experience who can help our teams achieve our mission with speed and confidence. 

Here’s how you can contribute as a Lead

• Lead and Mentor: Inspire and manage a team of identity and access management technical support specialists, providing continuous feedback and performance monitoring.

• Customer Support Excellence: Ensure prompt and effective resolution of customer inquiries and issues, escalating when necessary for cross-team collaboration.

• Training & Documentation: Develop and maintain training materials and documentation to support team and customer knowledge.

• Process Improvement: Analyze and enhance existing support processes and workflows.

• Implement Best Practices: Drive the adoption of best practices to enhance the support team’s efficiency and effectiveness.

• Track Performance: Monitor and report on key performance indicators (KPIs) and metrics. Use data to identify trends and opportunities for improvement.

• Onboarding & Training: Facilitate the onboarding and training of new team members.

• Ensure Compliance: Adhere to company policies and procedures.

Qualifications

• Experience: 2-3 years as a people lead and at least 2 years in a technical support leadership role.

• Leadership Passion: Genuine enthusiasm for leading people and building teams.

• Strategic and Tactical: Strategic thinker with the ability to translate strategy into operational plans. Detail-oriented and data-driven.

• Feedback Culture: Open to giving and receiving constructive feedback.

• Customer-First: Strong commitment to customer satisfaction.

• Proactive Problem Solver: Track record of independently identifying and resolving issues.

• International Exposure: Proven ability to work effectively across cultures and time zones.

• Lifecycle Management: Strong understanding of employee and service lifecycle management.

• Identity and Access Management: Familiar with identity and access management processes.

• SaaS Services Support: Experience supporting various SaaS services

• Preferred: Experience with specific tools and platforms like Okta, SailPoint, Google Workspace, Slack, and Atlassian products is a plus.

Interested? Find out more:

• Wise Vlogs: Omar, Engineering Lead

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