A Support Manager ensures excellent customer services together with support teams and drives them towards the mission of faster, better and affordable services. They have a broad technical understanding, a good know-how on service level management with a strong focus on customer reporting and satisfaction. Project Overview: - Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias's esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment. Requirements: - 3+ years of experience as Support Manager in IT area; - Proven experience in setting up and managing Incident, Problem, Service Request, and Change Management processes; - Ability to manage large-scale, high-demand projects; - Ability to influence and shape the team's mindset and approach; - Excellent communication skills, with a positive and open mindset; - Strong experience in building reports and creating visual representations of achieved results; - Project delivery skills, including building roadmaps, creating plans, and setting measurable goals and forecasts; - Experience with contract signing and a solid understanding of key operational considerations; - High stress resilience and a strong sense of responsibility; - Proficiency in English at C1 level or higher; - Will be a plus: - ITIL certification (Foundation level or higher). Responsibilities: - Define support concepts and processes; - Organize and proper handover from product teams to support; - Monitoring and evaluation of product and SLA reports; - Ensure support case resolution by support teams; - Consulting on reports to actively solve issues; - Supervision and maintenance of established support processes; - Internal SPOC for all support-related topics incl. stakeholder coordination; - Capacity planning for the external support teams; - First escalation instance for support cases and management of escalations until a solution is found; - Define requirements for support of relevant tools, optimization of tooling; - Define support related KPI ́s; - Ensure Knowledge Management. What we offer: - 22 days of annual leave per year + 3 paid sick leaves; - Flexible working hours & hybrid work model; - Permanent contract; - Health Insurance (employee); - Modern, well-equipped office in the centre of Porto; - Intellias Communities (Tech, Language Clubs, Sports, Books, Parents); - Coverflex benefits; - Snacks and drinks at the office; - Access to discount platform. Why this position: - At Intellias, where technology takes center stage, people always come before processes. We're dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.