Offshore Support Manager

• Lead and mentor a global team of offshore support engineers, fostering a high-performance culture and ensuring consistent service delivery.
• Develop and implement robust operational strategies to optimize support processes, reduce resolution times, and enhance customer satisfaction.
• Manage the offshore support budget, track expenditures, and identify cost-saving opportunities without compromising service quality.
• Act as the primary escalation point for critical customer issues, driving swift and effective resolution and communicating progress to stakeholders.

Desired Candidate Profile

• Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
• Minimum of 7 years of progressive experience in technical support or IT operations, with at least 3 years in a management capacity.
• Proven experience managing geographically dispersed teams, ideally with offshore or nearshore operations.
• Strong understanding of ITIL framework and best practices for incident, problem, and change management.