Lead Support Manager
Supercharge
full-time
Posted on:
Location Type: Hybrid
Location: Budapest • Hungary
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Job Level
About the role
- Operational Leadership: Reporting directly into the Head of Operations on division KPIs, health status, and attention points/risks
- Leading, mentoring, and managing Service Operations Managers and support teams across L1, L2, and L3
- Overseeing daily operational performance, ensuring SLAs/KPIs are met, and managing incidents end-to-end
- Driving incident lifecycle ownership, including triage, containment, resolution, and post-mortem analysis
- Governing and optimizing access management, change controls, and escalation flows
- Driving continuous improvement across SOPs, incident response playbooks, and support tooling
- Delivering and reviewing monthly operational and security reports for internal and external stakeholders
- Ensuring all scheduled activities (bi-weekly, monthly, yearly) are completed in line with policy
- Taking responsibility for the profitability of the overall support portfolio and collaborating with commercial teams on improvements
- Client Communication & Relationship Management: Acting as a proactive communicator, identifying opportunities to improve client relationships
- Serving as the escalation point for high/critical incidents and client-facing issues
- Conducting occasional client communication training sessions for L1 agents
- Presenting incident reviews, monthly reports, and performance metrics to clients
- Sales and Commercial Support: Collaborating with the Sales team to provide operational insights during pre-sales engagements
- Contributing to proposals, Statements of Work (SoWs), and RFP responses with tailored support models and SLAs
- Providing pricing input for tender submissions based on defined support models and SLAs
- Defining and communicating support capabilities, onboarding processes, and platform readiness for new client rollouts
- Participating in scoping workshops and client presentations as the support operations SME
- Ensuring operational readiness for new client onboarding, including knowledge transfer, L1/L2 training, access setup, and alerting
Requirements
- 5+ years in support/operations leadership roles within SaaS, platform or cloud environments
- Strong understanding of ITIL, incident management, access control, and DevOps escalation chains
- Experience managing 24/7 support organizations with L1-L3 separation
- Familiarity with tools like Jira, Zendesk, Grafana, AWS CloudWatch, Okta, and Git workflows
- Excellent stakeholder communication skills - able to speak confidently with engineers, business stakeholders, and clients
- Experience supporting sales teams in commercial engagements or working in client onboarding roles
- Ability to draft and present reports, metrics dashboards, and client-facing documentation
- Bonus Points:
- Experience in regulated industries (e.g., finance, energy, healthtech)
- Exposure to ISO27001, SOC2 or similar compliance environments
- Hands-on technical background in DevOps, SRE or security ops
- Experience delivering or managing hotfixes, hypercare, or platform cutovers
Benefits
- Health coverage with Medicare
- Life1 gym access
- Extra sick days
- Fully paid month off after five years
- Extra paternity leave
- Employee Assistance Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILincident managementaccess controlDevOpssupport operationsreport draftingmetrics dashboardsclient onboardinghotfix managementplatform cutovers
Soft Skills
operational leadershipmentoringclient communicationrelationship managementstakeholder communicationproactive communicationcollaborationpresentation skillscontinuous improvementproblem-solving
Certifications
ISO27001SOC2