Apply on Employer Site

OverIT - Field Service Management · 2 days ago

Global Customer Support Director (Relocation to Italy)

United States

Full-time

Remote

Director/Executive

OverIT is a global Software-as-a-Service (SaaS) company with a strong presence in North America and Europe. The Global Customer Support Director will manage and develop the customer support team, oversee resource allocation, and enhance support processes to ensure customer satisfaction and operational efficiency.

Augmented RealityCloud ComputingEnterprise SoftwareField SupportInformation TechnologyMobile AppsSaaS

Responsibilities

Effectively manage, develop, and coach the Global Customer Support team across regions

Manage external partners and service providers operating in different geographies

Define and own the staffing and performance management strategy of the unit, ensuring alignment with the needs of a global organization headquartered in Italy

Oversee resource allocation and macro-level planning to support a distributed support model

Define and align global support strategies with the broader CSG leadership team

Promote collaboration among cross-regional stakeholders, including partners, customers, vendors, and internal teams

Drive continuous improvement of support processes and tools by leveraging automation and AI technologies to enhance efficiency, scalability, and responsiveness to evolving business needs

Engage with senior management and C-level stakeholders, both in Italy and abroad, 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

Qualification

Leadership in support organizationsCustomer satisfaction focusITIL framework knowledgeService desk operationsJira Service ManagementCloud architecturesAI-based tools familiarityTeam motivationStakeholder managementFluency in EnglishFluency in ItalianCommunication skills

Required

Extensive experience leading large, international support organizations — ideally gained while working abroad (e.g., US or other global markets)

Proven ability to manage and scale teams in fast-paced, high-growth environments

Strong track record working directly with enterprise clients, with a focus on customer satisfaction and retention

Experience managing complex service models, including partner-delivered support across multiple regions

Strong leadership presence, with the ability to operate effectively in high-pressure and ambiguous contexts

Excellent communication and stakeholder management skills, including the ability to influence at all levels

Passion for people development and team motivation

Excellent knowledge of the ITIL framework, particularly Incident Management, Problem Management, Service Request Management, 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, as the role requires collaboration with stakeholders in Italy and across global markets

Benefits

International culture and environment with the opportunity to partner with an outstanding group of people and professionals who joined the company to scale and succeed

A career-defining opportunity with full exposure to two leading private equity firms

Company

OverIT - Field Service Management

OverIT is a leading Field Service Management solutions provider with over 20 years of expertise, solving complex use cases in enterprise businesses globally.

Founded in 1999