Sr. Manager, Strategic Account Support - Remote

Overview

The Sr. Manager, Support Team is a senior leadership role responsible for managing a high-performing team of ERP support engineers, ensuring the delivery of exceptional customer experiences and operational excellence.

In Short

• Manage a team of ERP support engineers.
• Foster a customer-centric culture.
• Drive team performance and operational excellence.
• Oversee case management and escalation handling.
• Implement process improvement initiatives.
• Participate in shift rotations and on-call coverage.
• Collaborate with cross-functional departments.
• Monitor team performance metrics.
• Develop staffing and scheduling plans.
• Enhance support workflows and team capabilities.

Requirements

• Bachelor’s Degree in Information Technology or related field.
• 10+ years of experience in technical support.
• 5+ years in a leadership role.
• Familiarity with ERP systems.
• Strong leadership and communication skills.
• Experience in escalation handling and process optimization.
• Certifications such as ITIL or PMP are a plus.
• Ability to engage technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities.
• Adaptable to evolving technologies and customer needs.

Benefits

• Programs for work-life balance.
• Opportunity to join a growing business.
• Collaborative culture.
• Atmosphere of growth and opportunity.
• Compensation packages based on experience.