Senior Manager - Technical Support
This role involves leading a global, 24/7 technical support organization for an enterprise-level client. The candidate will oversee multi-channel operations, manage high-priority escalations, and drive transformation initiatives to improve KPIs. Proficiency in Salesforce Service Cloud, Jira, and analytics tools is required to ensure operational excellence and team performance. The position is remote-first and requires strong stakeholder management skills.
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Experience
5+ years
Function
Support
Work mode
Remote, India
Company
Tier 3
What you will work on
This role involves leading a global, 24/7 technical support organization for an enterprise-level client. The candidate will oversee multi-channel operations, manage high-priority escalations, and drive transformation initiatives to improve KPIs. Proficiency in Salesforce Service Cloud, Jira, and analytics tools is required to ensure operational excellence and team performance. The position is remote-first and requires strong stakeholder management skills.
TAL's take
Role represents a mid-level management position for an anonymous client via a recruiting platform, lacking direct company branding.
Clear expectations regarding team management, support operations, and specific toolsets like Salesforce and Jira.
Must haves
- 5+ years of leadership experience in technical support
- Understanding of multi-channel support environments
- Experience with Salesforce Service Cloud and Jira
- Background in reporting and analytics tools
- Proven ability to manage escalations
- Experience in hiring, performance management, and coaching
Tools and skills
Nice to have: itil, aws, microsoft, comptia.
About the company
Jobgether is a recruitment platform posting on behalf of an anonymous partner company.