IT Support Manager

Bg Prevent; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Bg Prevent seeks a Customer Success Support Manager to lead the Support Desk for Managed Care and Community-Based technology clients in the United States. The role oversees ticket operations, performance metrics, and escalation handling using Jira Service Management, partnering with Product, Engineering, and Customer Success to deliver excellent service.

This position requires a customer-focused leader capable of balancing strategic planning with hands-on execution in a fast-growing health-tech

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.
• 2+ years of experience leading or managing customer support teams.
• Strong experience working with Jira Service Management or similar help desk platforms.
• Proven ability to manage support operations and service delivery metrics.

Responsibilities

• Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client technology plans.
• Own support performance, including response times, resolution times, SLA compliance, and overall service quality.
• Serve as the escalation point for the Support team for customer issues and critical incidents.
• Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering.
• Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery.
• Optimize Jira Service Management for the support function.
• Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement.
• Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience.
• Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content.
• Lead initiatives focused on process automation, workflow optimization, and operational efficiency.

Skills

SaaS customer support

Customer success operations

Service desk management

Team leadership

Data-driven decisions

Education

Bachelor's degree

Tools

Jira Service Management

Job description

About Bg PreventAt Bg Prevent, we shape healthy working environments through occupational safety and health initiatives across more than 150 locations with a team of over 3,700 employees.Bg Prevent is seeking a Customer Success Support Manager to lead our Support Desk function supporting Managed Care and Community-Based technology clients. This role is responsible for overseeing the Support team, while ensuring exceptional support experiences for all technology plan end users. We offer an exciting opportunity to support technologycare insurers and providers in improving technology care outcomes for vulnerable populations. Our solutions positively impact over two hundred fifty thousand technology plan members.The Customer Success Support Manager serves as the operational owner of the support experience, support processes, SLA performance, and cross-functional collaboration. This individual will leverage Jira Service Management to oversee ticket operations, identify trends, improve workflows, and ensure customers receive timely and effective support. This role requires a customer-focused leader who can balance strategic planning with operational execution while working closely with Customer Success, Product, Technology, Implementation, and Executive Leadership teams.

Key Responsibilities

• Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client technology plans.
• Own support performance, including response times, resolution times, SLA compliance, and overall service quality.
• Serve as the escalation point for the Support team for customer issues and critical incidents.
• Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering.
• Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery.
• optimize Jira Service Management for the support function
• Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement.
• Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience.
• Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content.
• Lead initiatives focused on process automation, workflow optimization, and operational efficiency.

Qualifications and Experience

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.
• 2+ years of experience leading or managing customer support teams.
• Strong experience working with Jira Service Management or similar help desk platforms.
• Proven ability to manage support operations and service delivery metrics.
• Experience building and improving custom