Global Support Manager

Morae is the global leader in digital and business solutions for the legal industry. We partner with many of the world’s leading law firms and corporate legal departments to modernize technology, improve information governance, strengthen cybersecurity, and accelerate AI readiness.

In this role you will run Morae's global support service across three practices: Document Management (iManage), Contract Lifecycle Management (CLM) and Information Governance. It is a 24x7x365 operation looking after law firms and corporate legal teams across EMEA, the US and APAC. You will own the outcome end to end. That means SLAs met, clients renewing, the team stable and well led, and the service making money.

This is a hands-on leadership role. iManage is the core of the service, so you need enough depth to challenge a diagnosis, talk credibly to a firm's IT Director during a major incident, and push back on iManage when a product defect is the cause. In CLM and Information Governance you will lead through specialist team leaders, so a solid working understanding of those platforms matters more than engineer-level skills. You also need the commercial sense to protect and grow support revenue.

Key Responsibilities

Service delivery:

• Run a follow-the-sun 24x7x365 support model across EMEA, US and offshore teams, including rotas, out-of-hours cover and absence contingency.
• Own incident, problem and change management in line with ITIL. Make sure major incidents are handled quickly, communicated well and closed with a root cause analysis.
• Meet contracted SLAs on response and resolution, and act early when queues, ageing tickets or reopen rates show a problem building.
• Manage escalations to iManage, CLM platform vendors and other third parties, holding them to their own SLAs and protecting the client relationship when the fault sits with them.
• Make sure every supported client environment has accurate, current technical documentation (architecture, integrations, customizations, known issues), so any engineer can pick up a ticket.

Clients:

• Act as the senior escalation point for support clients. Lead service reviews with key accounts and own the recovery plan when a client is unhappy.
• Produce clear incident reports for clients and internal stakeholders after service failures, with actions that stop repeats.
• Track client satisfaction and act on what it tells you, not just report it.

Commercial:

• Protect support renewal revenue. Know which contracts are coming up, which are at risk, and why.
• Work with Sales and Delivery to shape and price support offerings (tiers, managed admin, hours bundles) that clients will buy and that make margin.
• Spot expansion opportunities in the client base (version upgrades, cloud migration, additional services) and hand them to Sales with context.
• Manage team utilization and cost to hit the support margin target.

People:

• Lead, coach and develop the Support Team Leads and engineers, including setting objectives, running performance reviews and handling underperformance.
• Build technical capability across DM, CLM and Information Governance, with clear skills paths, cross-training and certification targets so no practice depends on one or two people.
• Hire well and keep good people, particularly in offshore and out-of-hours roles where turnover hits service quality hardest.

Continuous improvement:

• Run a structured improvement plan for support processes, tooling and knowledge management, prioritized by client impact and cost.
• Use ticket data to find recurring issues and fix them at source, through permanent fixes, client training or product feedback to the relevant vendor.

Qualifications

• At least 5 years in IT or application support, including 3 or more years leading a support team with SLA accountability.
• Strong working knowledge of iManage Work, both on-premises (Work 10) and iManage Cloud. You should be comfortable with Control Center, security and access models, the Outlook and Office integrations, and common failure points such as indexing, sync and email filing.
• Good grounding in the platforms iManage sits on: Windows Server, SQL Server, Active Directory / Entra ID and Microsoft 365.
• A working understanding of CLM and Information Governance, or a proven record of leading support for products outside your own specialism through technical team leads.
• Experience running an ITIL-based service: incident, problem, change and major incident management.
• Experience managing teams spread across time zones, including offshore teams and out-of-hours rotas.
• Experience of support for law firms or corporate legal departments, or a comparable professional services environment where confidentiality and uptime are critical.
• Commercial awareness: you have owned or influenced renewals, pricing or margin, not just service metrics.
• Confident communicator with senior client stakeholders, especially when the news is bad.

Preferred Qualifications

• iManage certifications (for example iManage Work Administrator or Cloud certifications).
• Hands-on experience supporting a CLM platform such as Sirion or Ironclad.
• Information Governance experience: records management, retention and disposition, data classification and security, using tools such as iManage Records Manager, iManage Threat Manager or Microsoft Purview.
• ITIL 4 Foundation or higher.
• Knowledge of related iManage products such as Security Policy Manager and Share.
• Experience with an ITSM platform such as ServiceNow, Jira Service Management or Fresh service, including reporting and dashboard design.

What Success Looks Like

The successful candidate will:

• Consistently achieve SLA targets for response and resolution times across all priorities, regions, and supported practices.
• Ensure P1 incidents are effectively managed, with root cause analyses completed and communicated on schedule.
• Maintain a low ticket reopen rate through high-quality issue resolution and strong service management practices.
• Effectively manage support queues and backlog, minimizing aged tickets and ensuring timely resolution of outstanding issues.
• Drive high levels of client satisfaction as measured through closed-ticket CSAT scores.
• Proactively identify and address client concerns, minimizing escalations to Managing Director level.
• Protect and retain existing support revenue by maintaining strong client relationships and delivering exceptional service.
• Contribute to support revenue growth through client retention, service expansion opportunities, and collaboration with Sales and Delivery teams.
• Successfully manage team utilization and operational performance to achieve support gross margin targets.
• Build and maintain a high-performing support organization with low voluntary attrition.
• Develop technical capabilities across the team, increase the number of engineers holding current vendor certifications and support long-term service excellence.

About Morae Global:

Morae Global is a dynamic, high-growth organization that provides an integrated suite of solutions to corporate law departments and law firms, and partners with leading software and services providers, both within and outside the legal industry. We are a young company but are made up of seasoned professionals in the legal industry, with a focus on building productive long-term relationships with employees and clients in an environment where collaboration is encouraged, knowledge is shared freely, and diversity of thought, cultures, communities, and points of view is embraced. Our team has the vision to create an effective solution for any business problem and the experience to execute that vision. Our privacy policy can be found here https://www.morae.com/privacy-policy

Morae Global Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.