IBS Software · 1 day ago
Senior Support Manager
Miami-FTL Area
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expIBS Software is a leading global provider of IT solutions for the Travel, Transportation, and Logistics industries. They are seeking a Senior Support Manager to lead global support operations for a large-scale enterprise SaaS product, ensuring exceptional service delivery to enterprise clients while collaborating with engineering teams.
Information ServicesInformation TechnologySaaSSoftware
Responsibilities
Lead and oversee L1/L2 support teams to ensure exceptional service delivery for enterprise customers, with a focus on proactive engagement and high-touch relationship management
Act as the primary customer-facing escalation point for critical incidents, driving transparent and timely communication with clients and internal stakeholders
Partner with a centralized product team to ensure swift resolution of complex technical issues and seamless handoffs
Design, implement, and continuously improve ITIL-based support processes (Incident, Problem, Change, and Service Request Management)
Define and manage KPIs to ensure adherence to service commitments, including 24x7 global coverage
Build strong relationships with enterprise clients through regular service reviews, root cause analyses, and proactive recommendations
Develop and oversee a knowledge management and self-service strategy to empower clients and reduce ticket volumes
Lead continuous service improvement (CSI) initiatives, including automation, AI-driven support tools, and process optimizations
Collaborate with Product, Engineering, and Customer Success to feed customer insights into the roadmap and quality improvements
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field
10+ years of experience in SaaS products or enterprise software support, with at least 4 years in a leadership role
Proven experience managing high-touch enterprise customer support in a 24x7 global environment
Strong knowledge of ITIL processes, service governance, and continuous improvement methodologies
Excellent client-facing communication, stakeholder management, and executive-level presentation skills
Familiarity with enterprise support platforms (e.g., ServiceNow, Zendesk) and incident response frameworks
Track record of implementing automation, AI/ML, or self-service initiatives to scale operations
Preferred
ITIL Intermediate or Expert certification
Benefits
Company paid employee benefits
Vacation
Sick and personal leave
Company matched 401k
Company
IBS Software
IBS Software is a leading SaaS solutions provider to the travel industry globally, managing mission-critical operations for customers in the aviation, tour & cruise, hospitality, and energy resources industries.
1001-5000 employees
H1B Sponsorship
IBS Software has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$673.5MKey Investors
Apax PartnersBlackstone GroupGeneral Atlantic
2023-05-15Secondary Market· $450M
2015-12-16Private Equity· $170M
2007-07-26Private Equity· $53.5M
Leadership Team
Somit Goyal
Chief Executive Officer
Ashish Nanda
Chief Financial Officer
Recent News
PR Newswire UK
2025-11-18
Company data provided by crunchbase