Global Customer Support Manager

ph3Global Customer Support Manager – OverIT Field Service Management /h3 pOverIT is a global Software‑as‑a‑Service (SaaS) company with a strong presence in North America and Europe. We empower organizations in the power, utility, telco and transportation industries to manage mission‑critical infrastructures efficiently and safely through cutting‑edge Field Service Management software solutions. Leveraging advanced technologies such as Machine Learning, Augmented Reality, Internet of Things and Geographic Information Systems, we help ensure these essential infrastructures are always on. /p pWe’re looking for a seasoned leader to manage and scale our global customer support organization. /p h3What you’ll need /h3 ul liExtensive experience leading large, international support organizations /li liProven ability to manage and scale teams in fast‑paced, high‑growth environments /li liTrack record of working directly with enterprise clients, with a focus on customer satisfaction and retention /li liExperience managing complex service models, including partner‑delivered support /li liStrong leadership presence, operating effectively in high‑pressure and ambiguous contexts /li liExcellent communication and stakeholder management skills, including influence at all levels /li liPassion for people development and team motivation /li liExcellent knowledge of the ITIL framework, particularly Incident, Problem, Service Request and SLA management /li liDeep understanding of service‑desk operations and industry best practices /li liExperience using Jira Service Management or similar platforms /li liFamiliarity with AI‑based tools and automation to enhance support operations and improve efficiency /li liUnderstanding of cloud architectures (IaaS, PaaS, SaaS models) /li liWorking knowledge of Oracle DB and Java‑based applications /li liFluent in English and Italian /li /ul h3What you'll do /h3 ul liManage, develop and coach the Global Support Customer team /li liManage external partners and service providers /li liDefine and own the staffing and performance‑management strategy of the unit /li liOversee resource allocation and macro‑level planning /li liDefine and align global support strategies with the broader CSG leadership team /li liPromote collaboration among stakeholders, including partners, customers, vendors and internal teams /li liDrive continuous improvement of support processes and tools by leveraging automation and AI technologies /li liEngage with senior management and C‑level stakeholders to support strategic business and IT objectives /li liManage escalations with professionalism and a sense of urgency /li liCollaborate with Account Executives and Customer Success Managers to define and execute customer success strategies /li liRegularly assess performance metrics and share results with internal stakeholders /li liSupport upsell and cross‑sell efforts by identifying risks and opportunities through customer interactions /li liEnsure consistent, data‑driven monitoring and reporting of team performance /li /ul h3What we offer /h3 ul liOverIT is a unique transformation project in the SaaS space, full of ambition to scale and grow globally /li liInternational culture and environment with the opportunity to partner with outstanding people and professionals who joined the company to scale and succeed /li liA career‑defining opportunity with full exposure to two leading private‑equity firms /li /ul h3Employment information /h3 pSeniority level: Mid‑senior level /p pEmployment type: Full‑time /p pJob function: Information Technology /p pIndustries: Software Development, IT Services Consulting /p h3Equal Opportunity Employer /h3 pAt OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender identity, ethnicity, or place of origin. /p /p #J-18808-Ljbffr