IT Support Manager
Job description
The Customer Success Support Manager leads the Support Desk function for Managed Care and Community-Based technology clients, overseeing the support team and ensuring exceptional support experiences for technology plan end users. The role is the operational owner of the support experience, support processes, SLA performance, and cross-functional collaboration.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- English
- Pay
- USD 54,000 – 90,000 / year
What you'll do
- Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client technology plans
- Own support performance, including response times, resolution times, SLA compliance, and overall service quality
- Serve as the escalation point for the Support team for customer issues and critical incidents
- Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering
- Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery
- Optimize Jira Service Management for the support function
- Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement
- Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience
- Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content
- Lead initiatives focused on process automation, workflow optimization, and operational efficiency
What we're looking for
- Bachelor's degree or equivalent combination of education and experience
- 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management
- 2+ years of experience leading or managing customer support teams
- Strong experience working with Jira Service Management or similar help desk platforms
- Proven ability to manage support operations and service delivery metrics
- Experience building and improving customer support processes
- Strong problem-solving, organizational, and analytical skills
- Exceptional verbal, written, and presentation communication skills
Your team
Support Desk
Support Desk function supporting Managed Care and Community-Based technology clients
Benefits
- Mental health support is provided to help you maintain your wellbeing
- Employee discounts are available through partnered programs
- Company pension plan options support your long-term financial planning
- Financial wellness program resources are accessible to guide your personal finance goals
- Public transportation benefits assist with your daily commute
- Paid sick leave ensures financial security when you are unwell
- Remote work is fully supported with a home office setup
- Life and disability insurance provide personal security coverage
- Private health insurance offers extended medical care access
- Accommodation support is available
- Home office provisions help equip your workspace
Apply
About Bg Prevent
At Bg Prevent, we shape healthy working environments through occupational safety and health initiatives across more than 150 locations with a team of over 3,700 employees. We support technology care insurers and providers in improving technology care outcomes for vulnerable populations; our solutions positively impact over two hundred fifty thousand technology plan members.
Mission
We shape healthy working environments through occupational safety and health initiatives.
Key facts
- over 3,700 employees
- Operates across more than 150 locations
- Team of over 3,700 employees
- Solutions positively impact over two hundred fifty thousand technology plan members