Senior Manager Global Customer Support

Join to apply for the Senior Manager Global Customer Support role at OverIT - Field Service Management

OverIT is a global Software-as-a-Service (SaaS) company with a strong presence in North America and Europe.

We empower organizations in the power, utility, telco, and transportation industries to manage their mission-critical infrastructures efficiently and safely through cutting-edge Field Service Management software solutions.

At OverIT, we leverage advanced technologies like ML (Machine Learning), AR (Augmented Reality), IoT (Internet of Things), and GIS (Geographic Information System) to help ensure the infrastructures essential to our daily lives are always on.

If you want to be part of a top technology brand, join us!

What you’ll need

• Extensive experience in leading large, international support organizations
• Proven ability to manage and scale teams in fast-paced, high-growth environments
• Track record of working directly with enterprise clients, with a focus on customer satisfaction and retention
• Experience in managing complex service models, including partner-delivered support
• Strong leadership presence, with the ability to operate effectively in high-pressure and ambiguous contexts
• Excellent communication and stakeholder management skills, including the ability to influence at all levels
• Passion for people development and team motivation
• Excellent knowledge of ITIL framework, particularly in Incident Management, Problem Management, Service Request Management, and SLA Management
• Deep understanding of service desk operations and industry best practices
• Experience using Jira Service Management or similar platforms
• Familiarity with AI-based tools and automation to enhance support operations and improve efficiency
• Understanding of cloud architectures (e.g., IaaS, PaaS, SaaS models)
• Working knowledge of Oracle DB and Java-based applications
• Fluent in English and Italian

What you'll do

• Effectively manage, develop, and coach the Global Support Customer team
• Manage external partners and service providers
• Define and own the staffing and performance management strategy of the unit
• Oversee resource allocation and macro-level planning
• Define and align global support strategies with the broader CSG leadership team
• Promote collaboration among stakeholders, including partners, customers, vendors, and internal teams
• Drive continuous improvement of support processes and tools by leveraging automation and AI technologies to enhance team efficiency, scalability, and responsiveness to evolving business needs
• Engage with senior management and C-level stakeholders to support strategic business and IT objectives
• Manage escalations with professionalism and a sense of urgency
• Collaborate with Account Executives and Customer Success Managers to define and execute customer success strategies
• Regularly assess performance metrics and share results with internal stakeholders
• Support upsell and cross-sell efforts by identifying risks and opportunities through customer interactions
• Ensure consistent, data-driven monitoring and reporting of team performance

What we offer

• OverIT is a unique transformation project in the SaaS space arena, full of ambition to scale and grow globally.
• International culture and environment with the opportunity to partner with an outstanding group of people and professionals who joined the company to scale and succeed
• A career-defining opportunity with full exposure to two leading private equity firms

At OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender perception or identity, ethnicity, or place of origin.

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