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.