Global Customer Support Manager

Global Customer Support Manager – 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 mission‑critical infrastructures efficiently and safely through cutting‑edge Field Service Management software solutions. Leveraging advanced technologies such as Machine Learning, Augmented Reality, Internet of Things and Geographic Information Systems, we help ensure these essential infrastructures are always on.

We’re looking for a seasoned leader to manage and scale our global customer support organization.

What you’ll need

• Extensive experience 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 managing complex service models, including partner‑delivered support
• Strong leadership presence, operating effectively in high‑pressure and ambiguous contexts
• Excellent communication and stakeholder management skills, including influence at all levels
• Passion for people development and team motivation
• Excellent knowledge of the ITIL framework, particularly Incident, Problem, Service Request 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 (IaaS, PaaS, SaaS models)
• Working knowledge of Oracle DB and Java‑based applications
• Fluent in English and Italian

What you'll do

• 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
• 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, full of ambition to scale and grow globally
• International culture and environment with the opportunity to partner with outstanding people and professionals who joined the company to scale and succeed
• A career‑defining opportunity with full exposure to two leading private‑equity firms

Employment information

Seniority level: Mid‑senior level

Employment type: Full‑time

Job function: Information Technology

Industries: Software Development, IT Services & Consulting

Equal Opportunity Employer

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

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