Support Operations Manager

Job description

Lansweeper enables organizations to create a complete and accurate IT & OT asset inventory. Our customers range from small, medium to large and very large companies, and every day, more and more of those companies need Lansweeper to understand their IT estate for a variety of use cases. Therefore, over the past two years, we expanded our US Support Team with a group of talented Support Engineers.

Day in, day out, they assist customers with unique IT environments in which Lansweeper is used, varying from simple to very complex setups. We currently have five subject matter experts located in Austin and are looking to expand to eight colleagues by the end of 2023, creating an opening for a highly motivated & experienced leader to come in and help us.

A day in the life of a Support Operations Manager:

  • You hire, train & manage our Support Engineers in our Austin office
  • You set expectations, monitor them, and coach your team to the next level
  • You keep track of important workflows, resolve operational challenges, and put safeguards in place to prevent issues from arising
  • You challenge our support processes by sharing and implementing best practices to improve our customers’ support experience
  • You help drive our ambition to focus on proactive support to ensure our readiness for continuous exponential growth
  • You define, implement and enforce new policies & procedures for existing and new (ly acquired) products
  • You help improve the setup of our existing support tools & set up new tools to ensure an efficient & high-quality service
  • You collaborate with our Sales, Marketing, Customer Success, Product & Development teams
  • You forecast future US Support (team) requirements by preparing an annual budget and execute on it
  • You stay up to date & implement the latest Customer Experience trends
  • You report to our Customer Support Director in Belgium and work closely together with our Belgian Support Operations Manager

Job requirements

I have (a)

  •  4+ years of people management experience leading a technical team
  •  4+ years of experience with supporting enterprise customers in IT-related matters
  •  Knowledge of organizational effectiveness and operations management in a similar environment (Software/SAAS)
  •  Analytical skills and the ability to adjust strategy and tactics to increase program effectiveness and ROI
  • Commercial mindset with a strong interest in IT, and I am familiar with business and financial principles
  • Strong sense of pride and ownership in team culture and results
  • Outstanding communication skills with excellent written and verbal English communication skills (CEFR C1)

Going for Gold?

  •  IT/Software/SAAS Experience
  • Experience with CRM systems (Salesforce) and/or Customer Success tools
  • Proficiency in networks and protocols
  • Experience with Jira, Confluence & Office 365
  • Familiar with Lansweeper, Fing or Cloudockit

I am

  •  A strategic thinker with natural leadership skills, who can manage people and any conflicts that might surface
  •  A team player who can delegate the workload to meet deadlines or to optimize the day-to-day organization
  • Adaptable to any situation, allowing me to solve difficult problems that might require out-of-the-box thinking, and dares to make decisions
  • Easily able to communicate and report key information to colleagues and/or customers

US: Diversity Statement – Equal Employment Opportunity

It is Lansweeper’s policy to provide equal employment opportunity to all applicants and employees. Lansweeper disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws.