Product Manager - Ticketing and Documentation - Remote

Overview

The Product Manager for ticketing and IT documentation products will shape product vision and define feature roadmaps, collaborating with cross-functional teams to enhance software capabilities.

In Short

• Develop and articulate the product vision for asset discovery and ticketing systems.
• Own the product roadmap and prioritize features for maximum customer value.
• Collaborate with engineering, sales, and support teams to meet customer expectations.
• Conduct market research and gather user feedback to inform product features.
• Ensure smooth integration of products within the broader ecosystem.
• Manage stakeholder relationships and project timelines effectively.
• Lead cross-functional initiatives for product development and launch.
• Drive product enhancements based on market needs and user feedback.
• Foster a user-centric approach in product design and development.
• Support IT teams with better tools for service delivery.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field preferred.
• 5+ years in IT or technical roles, especially in helpdesk or MSP environments.
• Empathy for IT technicians and end-users, advocating for better user experience.
• Hands-on helpdesk management experience is a plus.
• Knowledge of helpdesk software and ticketing systems.
• Experience with tools like ServiceNow, Jira Service Management, and Zendesk.
• Familiarity with IT support processes and metrics.
• Passion for improving IT team efficiency and end-user satisfaction.
• Experience in B2B software product management, preferably in SaaS.
• Ability to communicate technical details effectively to diverse audiences.

Benefits

• Flexible remote work options.
• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) plan for financial future preparation.
• Unlimited PTO for work-life balance.
• Opportunities for growth and advancement.