Support Manager USA - iGaming Industry

Key Talent Indicator is a technology consulting firm specializing in human resources that offers innovative solutions for talent management. We have an approach based on the use of our AI-powered software that allows you to evaluate and analyze your skills and apply to the job offers that best match you.

We are efficient, evaluate talent objectively without biases, and close the hiring time in record time, delivering optimal results.

Some of the key responsibilities of our Support Manager USA will be: 

• Leads a 24x7 Follow-the-Sun support team, collaborating with global teams to ensure seamless shift coverage and minimize escalations.
• Manages day-to-day team performance, aligning efforts with company values and ensuring compliance with company policies and regulations.
• You know situational leadership and are excellent in change management. You drive change in such a way that it is well defined, understood, deployed, and sustained.
• You know how to do SW Support and are especially knowledgeable and interested around Lean Agile WoW, that you practice with your teams in a motivating and energetic way
• You have high expectations of yourself, your manager and your employees and you strive for high performance all together. You should have basic product, market, business, and domain competence.
• Drives the team towards effective execution of delivery and strategy, ensuring alignment with business goals and adherence to processes.
• Provides and receives open, constructive feedback on performance, behaviour, and skills, fostering a culture of continuous improvement.
• Enhances team competence through well-defined training plans and professional development.
• You know how to motivate and drive your employees to meet our/their targets and excel in performance
• Responsible for delivering Customer SLA reports in line with Service Level Agreements.
• Oversees incident management, ensuring swift resolutions, root cause analysis, and preventive measures.
• Effectively resolves conflicts, leaving all parties stronger and fostering a collaborative, open communication environment.
• Regularly conducts performance and salary reviews in cooperation with Human Resources, striving for high performance and continuous development across the team.
• Travels domestically and/or internationally for business as needed.

What we ask of you:

• 10+ years applicable industry experience
• Experience as a manager or leader in a technical support environment
• Experience working in a Network Operations Center
• Experience training individuals in a technical support environment
• Experience managing and performing to contractual Service Level Agreements
• Strong customer service skills - experience in a customer facing role ability to manage relationships and escalations with customers.
• Ability to manage and negotiate at all levels including internal and external executive levels.
• Excellent written and verbal communications, listening, negotiation skills.
• Experience in Incident and Escalation Management.

Preferences:

• Agile scrum master
• Lean Six Sigma

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