Sr Manager, Global Technical Support & Operations

Safetrust•Irving, TX

3d•Onsite

About The Position

Safetrust is seeking an experienced Sr. Manager, Global Technical Support & Operations to lead and scale our global technical support organization. This role is responsible for developing the people, processes, systems, and operational framework that support our customers and internal teams worldwide. Reporting directly to the Chief Revenue Officer, this leader will oversee the global L1, L2, and L3 Technical Support organization while providing leadership to the Vietnam IT team. The successful candidate will establish operational excellence through standardized processes, measurable performance metrics, continuous improvement initiatives, and strong cross-functional partnerships with Engineering, Product, Sales, Security, and Operations. This is an on-site leadership position based in Irving, Texas, requiring a visible leader who enjoys developing people, solving complex operational challenges, and building scalable organizations.

Requirements

8+ years of progressive leadership experience in Technical Support, Technical Operations, or IT Operations.
5+ years managing technical support teams in a technology environment.
Experience leading globally distributed support organizations.
Experience managing L1, L2, and L3 support organizations.
Experience leading managers and technical professionals.
Strong understanding of support operations, service delivery, and escalation management.
Experience improving operational processes and implementing scalable workflows.
Strong analytical, organizational, and communication skills.
Ability to balance strategic planning with day-to-day operational leadership.

Nice To Haves

Experience supporting enterprise software, IoT, physical access control, or security technologies.
Experience with Zendesk, Jira, Confluence, HubSpot, NetSuite, or similar support platforms.
Experience leading globally distributed technical teams.

Responsibilities

Provide day-to-day operational leadership for Safetrust's global Technical Support organization.
Lead geographically distributed L1, L2, and L3 support teams, ensuring consistent service delivery across all regions.
Establish priorities, manage workloads, and ensure appropriate support coverage based on business needs.
Serve as the senior operational escalation point for complex customer support issues.
Monitor service levels, ticket quality, response times, and resolution performance to ensure exceptional customer service.
Drive accountability through regular operational reviews, coaching, and performance management.
Foster strong communication and collaboration across globally distributed support teams.
Provide leadership and direction to the Vietnam IT Manager and internal IT team.
Ensure effective delivery of internal IT services supporting global employees.
Oversee endpoint lifecycle management, including provisioning, deployment, maintenance, recovery, and asset management.
Partner with Information Security to ensure compliance with corporate security standards and IT best practices.
Support office technology initiatives, infrastructure improvements, and business continuity planning.
Standardize IT operational procedures that improve consistency and efficiency.
Ensure support operations consistently meet or exceed established service level objectives.
Develop and maintain operational standards for ticket management, escalation handling, and customer communication.
Monitor operational metrics to identify trends, bottlenecks, and opportunities for improvement.
Drive consistent execution of support processes across all teams.
Ensure technical issues are documented appropriately and transitioned efficiently between support tiers.
Partner with Engineering to improve issue resolution and product supportability.
Continuously evaluate support operations to identify opportunities for increased efficiency, automation, and scalability.
Develop standardized operating procedures, workflows, and support playbooks that improve consistency across the organization.
Lead initiatives that reduce manual effort, improve response times, and increase operational effectiveness.
Optimize the use of support technologies, including Zendesk and other operational platforms.
Develop dashboards and reporting that provide visibility into team performance, customer trends, and operational health.
Champion continuous improvement initiatives that enhance both customer and employee experiences.
Establish and maintain a comprehensive technical knowledge management program.
Ensure troubleshooting documentation, technical procedures, and support articles remain accurate and up to date.
Develop structured onboarding and technical training programs for Technical Support personnel.
Promote knowledge sharing across support teams to improve first-contact resolution and operational consistency.
Identify training needs and partner with Engineering to ensure support teams remain technically proficient.
Partner closely with Engineering to communicate recurring technical issues and customer feedback.
Collaborate with Product Management to improve product quality and supportability.
Support Sales and Customer-facing teams by providing technical expertise for complex customer situations.
Partner with Operations and Information Security on initiatives impacting technical support and internal IT.
Build strong working relationships across departments to improve organizational effectiveness.
Provide visible, hands-on leadership to the Irving Technical Support organization while effectively leading distributed teams globally.
Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
Develop team members through mentoring, technical coaching, and career development planning.
Promote accountability through clearly defined expectations and measurable performance objectives.
Foster a collaborative, customer-focused, and high-performance culture.
Partner with Human Resources on employee engagement, performance management, and succession planning.