Support Operations Lead

GCS Recruitment; West Palm Beach (FL); On-site; USD 100,000 - 150,000; Full time

Job summary

GCS Recruitment is seeking a Customer Support Operations Lead to build and optimize mission-critical support operations. You will implement service management processes, configure ticketing systems, and develop KPI reporting and dashboards to drive performance.

You will lead incident management, define SLAs, and create runbooks and knowledge bases while training teams and driving adoption of new tools and processes. This role focuses on continuous improvement in a fast-paced environment.

Qualifications

• 7+ years in Customer Support Operations, Service Delivery, ITSM, or Technical Support leadership.
• Hands-on experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
• Strong background in incident management, KPI reporting, and process improvement.
• Excellent stakeholder and customer communication skills.

Responsibilities

• Implement and optimize support workflows, ticketing systems, and shared support queues.
• Define incident management, escalation procedures, SLAs, and customer communication processes.
• Develop service catalogs, runbooks, SOPs, and knowledge base articles.
• Create and report on KPIs such as response times, resolution times, backlog, and SLA performance.
• Train support teams and drive adoption of new processes and tools.
• Support data integration, reporting, and continuous improvement initiatives.

Skills

ITSM

Incident management

KPI reporting

Process improvement

Stakeholder communication

Leadership

Tools

ServiceNow

Jira Service Management

Zendesk

Freshservice

Job description

Customer Support Operations Lead

We are seeking a Customer Support Operations Lead to establish and enhance support operations for a mission-critical software environment. This role will focus on implementing service management processes, configuring ticketing systems, improving incident and escalation management, and developing KPI reporting and dashboards.

Key Responsibilities:

• Implement and optimize support workflows, ticketing systems, and shared support queues.


• Define incident management, escalation procedures, SLAs, and customer communication processes.


• Develop service catalogs, runbooks, SOPs, and knowledge base articles.


• Create and report on KPIs such as response times, resolution times, backlog, and SLA performance.


• Train support teams and drive adoption of new processes and tools.


• Support data integration, reporting, and continuous improvement initiatives.

Required Experience:

• 7+ years in Customer Support Operations, Service Delivery, ITSM, or Technical Support leadership.


• Hands‑on experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.


• Strong background in incident management, KPI reporting, and process improvement.


• Excellent stakeholder and customer communication skills.

Preferred:

• Experience supporting public safety, CAD, emergency response, or other mission-critical applications.


• Familiarity with ITIL and service management best practices.

GCS is acting as an Employment Business in relation to this vacancy.