Support Manager

We are seeking a proactive and organized Support Manager to oversee and continuously improve our client support and internal service operations. This role is key to ensuring smooth delivery, high client satisfaction, and operational efficiency. You will work cross-functionally with consulting teams, leadership, and external stakeholders to manage day-to-day support activities and resolve challenges promptly.

Responsibilities:

• Lead and manage the Support Team to ensure timely and effective resolution of client queries, issues, and service requests.
• Develop and implement support processes, SLAs, and best practices to enhance service quality and efficiency.
• Act as the escalation point for complex support issues and work with technical/consulting teams to resolve them.
• Monitor and report on support metrics, client satisfaction, and continuous improvement initiatives.
• Collaborate with project managers and consultants to ensure smooth handover from project delivery to support.
• Manage support documentation, knowledge base articles, and FAQs to improve self-service capabilities.
• Drive a client-centric culture within the support function, ensuring high levels of professionalism and responsiveness.
• Identify recurring issues and work with internal teams to address root causes and enhance overall service delivery.
• Support internal operational needs, including managing vendor relationships and internal IT services where applicable.

Requirement:

• Minimum 5 years of experience in a Support Manager, Service Delivery Manager, or related role.
• Strong understanding of support operations, service management frameworks, and customer service best practices.
• Excellent problem-solving and organizational skills, with attention to detail.
• Strong interpersonal and communication skills to work effectively with clients and internal teams.
• Experience in managing support teams, including setting KPIs, performance management, and team development.
• Bachelor's degree in Information Systems, or a related field.