The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.
About Us
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities
\n
Develop and grow a team of Support Engineers to deliver world class customer service.
\n
Manage team productivity and performance through instilling a metrics driven culture.
\n
Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
\n
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
\n
Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.
\n
Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.
\n
Conduct quarterly reviews with iCIMS leadership.
\n
Demonstrate strategic thinking to plan and execute medium/long term initiatives.
\n
Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.
\n
Foster and facilitate the professional growth, engagement, and development of team members.
\n
Manage workflows and schedules for direct reports and ensure adequate workload coverage.
\n
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
\n
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.
\n
Drive continuous improvement in processes through innovation and automation and cutting-edge technology.
\n
Open to work in 24*7 shifts.
\n
Qualifications
\n
10+ years of experience in Support teams with at least 4+ year experience managing a team.
\n
Prior experience leading a client facing support team for international markets / SAAS
\n
Strong understanding of Customer Support metrics and SLAs
\n
Excellent verbal and written communication skills
\n
Excellent planning and organizational skills
\n
Strong presentation skills and ability to motivate teams.
\n
Knowledge of MS Excel and PowerPoint
\n
\n
Preferred
Knowledge of HR / Recruitment Software domain is a plus.
EEO Statement
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
\n
\n
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and Benefits
Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits
\n
\n\n
\n\n
\n
\n\n \n\n \n\n \n \n\n \n
<!-- FOR BRANDING SPECIFIC TRACKING SCRIPTS -->\n\n\n\n\n <footer class="footer defaults">\n
<script> window.jobDescriptionConfig = {"socialShare":true,"job":{"slug":"4482","category":[],"full_location":"Gachibowli, Hyderabad, India","short_location":"Gachibowli, Hyderabad, India","language":"en-gb","languages":["en-gb"],"client_code":"customer0","req_id":"4482","title":"Support Manager","description":"<strong>Job Overview</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.</span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. </span></p> <br><strong>Responsibilities</strong> <br><br><ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">iCIMS is a place where everyone belongs.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\"> </span></span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\">If you would like to request an accommodation due to a disability, please contact us at </span></span><span style=\\"font-size: 12.0pt; font-family: 'Times New Roman',serif; color: black;\\"><a href=\\"mailto:careers@icims.com\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"font-family: 'Arial',sans-serif; border: none windowtext 1.0pt; padding: 0in;\\">careers@icims.com</span></a></span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">.</span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black;\\"> </span></p> <br><strong>Compensation and Benefits</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\"><span style=\\"color: black;\\">Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, </span><span style=\\"color: black;\\">bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: </span><a href=\\"https://careers.icims.com/benefits\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"color: #1a2235;\\"><span style=\\"color: black;\\">https://careers.icims.com/benefits</span></span></a></span></p>","location_name":"Hyderabad, India","street_address":"iCIMS India Private Limited - DLF Cybercity\\n8th Floor, Block 3,DLF Cyber City","city":"Gachibowli, Hyderabad","country":"India","country_code":"IN","postal_code":"TELANGANA - 5000","location_type":"LAT_LNG","latitude":17.38405,"longitude":78.45636,"additional_locations":[],"tags2":["Hybrid (Remote / On Site)"],"department":"","benefits":[],"employment_type":"FULL_TIME","qualifications":"<ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p>","hiring_organization":"iCIMS Talent Acquisition","hiring_organization_logo":"https://cms.jibecdn.com/prod/customer0/assets/LP-HEADER-NAV_LOGO-en-us-1658387307482.png","responsibilities":"<ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul>","posted_date":"2023-08-14T13:36:00+0000","apply_url":"https://globalcareers-customer0.icims.com/jobs/4482/login","internal":false,"searchable":true,"active":true,"applyable":true,"li_easy_applyable":true,"ats_code":"icims","hiring_flow_name":"iCIMS ATS Hiring Flow","meta_data":{"openingjobs":{"openingJobId":"0000eb23b98909994bb9c00cb27f312571b0"},"icims":{"revision_int":3,"uuid":"6b8417ea-5b04-471a-b48e-b812666383fc","primary_posted_site_object":{"datePosted":"2023-08-14T13:36:00+0000","site":"globalcareers-customer0","siteId":"e6c1c01d-774c-4d43-82c4-5d9858fe53fd","tenantId":"12326","siteType":"ATTRACT"},"date_updated":"2023-08-24T13:35:32Z","config_keys":{"portal.id":"151","ccc.attract.portal.url":"https://careers.icims.com","icims.external.xml.feeds":"icims.indeed.xml.enabled,icims.resume-library.xml.enabled,icims.direct-employers.xml.enabled,icims.monster.xml.enabled,icims.adzuna.xml.enabled,icims.careerbuilder.xml.enabled,icims.ziprecruiter.xml.enabled,icims.craigslist.xml.enabled,icims.itjobscafe.xml.enabled,icims.recruitnet.xml.enabled,icims.upward.xml.enabled,icims.jobbio.xml.enabled,icims.propellum.xml.enabled,icims.snagajob.xml.enabled,icims.inhersight.xml.enabled,icims.pallet-labs.xml.enabled,icims.qkly.xml.enabled,icims.cv-library.xml.enabled,icims.linkedin.xml.enabled,icims.zippia.xml.enabled,icims.puck.xml.enabled","icims.company.facebook.url":"https://www.facebook.com/iCIMS","jobposting.external.company.name":"iCIMS Talent Acquisition","icims.config.web.indeed.easy.apply":"0"},"jps_is_public":true},"elasticsearch":{"es_created":false},"ats_job_hash":"cafb40086b1d10a629c4d134db85ef10","googlejobs":{"jobName":"projects/helpful-passage-853/tenants/cb22eb5b-7e00-0000-0000-007edad744d3/jobs/88036329612288710"},"import_id":"0e809f09-08cf-4ef9-bea6-637be17f5904","redirectOnApply":true,"questionservice":{"id":"28210518"},"import_source":"ImporterService","client_code":"customer0"},"update_date":"2023-08-24T18:18:09+0000","create_date":"2023-08-14T13:37:30+0000"},"jobFormatted":{"categories":"","location":"Gachibowli, Hyderabad, India","title":"Support Manager","seo_title":["undefined","Gachibowli%2C+Hyderabad%2C+India","Support+Manager"],"description":"<strong>Job Overview</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.</span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. </span></p> <br><strong>Responsibilities</strong> <br><br><ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">iCIMS is a place where everyone belongs.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\"> </span></span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\">If you would like to request an accommodation due to a disability, please contact us at </span></span><span style=\\"font-size: 12.0pt; font-family: 'Times New Roman',serif; color: black;\\"><a href=\\"mailto:careers@icims.com\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"font-family: 'Arial',sans-serif; border: none windowtext 1.0pt; padding: 0in;\\">careers@icims.com</span></a></span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">.</span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black;\\"> </span></p> <br><strong>Compensation and Benefits</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\"><span style=\\"color: black;\\">Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, </span><span style=\\"color: black;\\">bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: </span><a href=\\"https://careers.icims.com/benefits\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"color: #1a2235;\\"><span style=\\"color: black;\\">https://careers.icims.com/benefits</span></span></a></span></p>","qualifications":"<ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p>","responsibilities":"<ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul>","clientName":"careers-home","locations":"Gachibowli, Hyderabad, India"},"jdSettings":{"options":{"metadata":{"options":{"enabled":false,"data":[]},"categories":{"enabled":true},"locations":{"enabled":true},"req_id":{"enabled":true},"placement":"top"},"video":{"enabled":false,"placement":"above_description"},"displayFields":{"fieldOrder":["locations","categories","employment_type","tags2","req_id"],"fields":[{"item":"locations","token":"JOB_DESCRIPTION.LOCATION","ariaLabel":"JOB_DESCRIPTION.LOCATION_ARIA_LABEL","fieldType":"location"},{"item":"categories","token":"JOB_DESCRIPTION.CATEGORIES","ariaLabel":"JOB_DESCRIPTION.CATEGORIES_ARIA_LABEL","objectArrayKey":"name"},{"item":"tags2","token":"JOB_DESCRIPTION.TAGS2","ariaLabel":"JOB_DESCRIPTION.TAGS2_ARIA_LABEL"},{"item":"employment_type","token":"JOB_DESCRIPTION_EMPLOYMENT_TYPE","type":"dynamic","filterParam":"employmentType","tokenValueMapping":{"FULL_TIME":"JOBS.FILTER_EMPLOYMENT_TYPE.FULL_TIME","TEMPORARY":"JOBS.FILTER_EMPLOYMENT_TYPE.INTERN","PART_TIME":"JOBS.FILTER_EMPLOYMENT_TYPE.PART_TIME","CONTRACTOR":"JOBS.FILTER_EMPLOYMENT_TYPE.CONTRACTOR"}},{"item":"req_id","token":"JOB_DESCRIPTION.REQ_ID","ariaLabel":"JOB_DESCRIPTION.REQ_ID_ARIA_LABEL"}]}}},"sectionOrder":["description"],"getReferredEnabled":false,"addThisDisabled":true,"externalTrackifEnabled":false,"jibeTrackifEnabled":false,"brandName":"careers-home","globalSearchEnabled":true,"jobLangData":[{"code":"en-gb","name":"English (UK)"}],"postingLanguage":{"code":"en-gb","name":"English (UK)"},"referrals":{"enabled":true,"recruit":true},"seoMetaData":{"clientName":"careers-home","data":{"slug":"4482","category":[],"full_location":"Gachibowli, Hyderabad, India","short_location":"Gachibowli, Hyderabad, India","language":"en-gb","languages":["en-gb"],"client_code":"customer0","req_id":"4482","title":"Support Manager","description":"<strong>Job Overview</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.</span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. </span></p> <br><strong>Responsibilities</strong> <br><br><ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">iCIMS is a place where everyone belongs.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\"> </span></span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\">If you would like to request an accommodation due to a disability, please contact us at </span></span><span style=\\"font-size: 12.0pt; font-family: 'Times New Roman',serif; color: black;\\"><a href=\\"mailto:careers@icims.com\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"font-family: 'Arial',sans-serif; border: none windowtext 1.0pt; padding: 0in;\\">careers@icims.com</span></a></span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">.</span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black;\\"> </span></p> <br><strong>Compensation and Benefits</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\"><span style=\\"color: black;\\">Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, </span><span style=\\"color: black;\\">bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: </span><a href=\\"https://careers.icims.com/benefits\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"color: #1a2235;\\"><span style=\\"color: black;\\">https://careers.icims.com/benefits</span></span></a></span></p>","location_name":"Hyderabad, India","street_address":"iCIMS India Private Limited - DLF Cybercity\\n8th Floor, Block 3,DLF Cyber City","city":"Gachibowli, Hyderabad","country":"India","country_code":"IN","postal_code":"TELANGANA - 5000","location_type":"LAT_LNG","latitude":17.38405,"longitude":78.45636,"additional_locations":[],"tags2":["Hybrid (Remote / On Site)"],"department":"","benefits":[],"employment_type":"FULL_TIME","qualifications":"<ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p>","hiring_organization":"iCIMS Talent Acquisition","hiring_organization_logo":"https://cms.jibecdn.com/prod/customer0/assets/LP-HEADER-NAV_LOGO-en-us-1658387307482.png","responsibilities":"<ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul>","posted_date":"2023-08-14T13:36:00+0000","apply_url":"https://globalcareers-customer0.icims.com/jobs/4482/login","internal":false,"searchable":true,"active":true,"applyable":true,"li_easy_applyable":true,"ats_code":"icims","hiring_flow_name":"iCIMS ATS Hiring Flow","meta_data":{"openingjobs":{"openingJobId":"0000eb23b98909994bb9c00cb27f312571b0"},"icims":{"revision_int":3,"uuid":"6b8417ea-5b04-471a-b48e-b812666383fc","primary_posted_site_object":{"datePosted":"2023-08-14T13:36:00+0000","site":"globalcareers-customer0","siteId":"e6c1c01d-774c-4d43-82c4-5d9858fe53fd","tenantId":"12326","siteType":"ATTRACT"},"date_updated":"2023-08-24T13:35:32Z","config_keys":{"portal.id":"151","ccc.attract.portal.url":"https://careers.icims.com","icims.external.xml.feeds":"icims.indeed.xml.enabled,icims.resume-library.xml.enabled,icims.direct-employers.xml.enabled,icims.monster.xml.enabled,icims.adzuna.xml.enabled,icims.careerbuilder.xml.enabled,icims.ziprecruiter.xml.enabled,icims.craigslist.xml.enabled,icims.itjobscafe.xml.enabled,icims.recruitnet.xml.enabled,icims.upward.xml.enabled,icims.jobbio.xml.enabled,icims.propellum.xml.enabled,icims.snagajob.xml.enabled,icims.inhersight.xml.enabled,icims.pallet-labs.xml.enabled,icims.qkly.xml.enabled,icims.cv-library.xml.enabled,icims.linkedin.xml.enabled,icims.zippia.xml.enabled,icims.puck.xml.enabled","icims.company.facebook.url":"https://www.facebook.com/iCIMS","jobposting.external.company.name":"iCIMS Talent Acquisition","icims.config.web.indeed.easy.apply":"0"},"jps_is_public":true},"elasticsearch":{"es_created":false},"ats_job_hash":"cafb40086b1d10a629c4d134db85ef10","googlejobs":{"jobName":"projects/helpful-passage-853/tenants/cb22eb5b-7e00-0000-0000-007edad744d3/jobs/88036329612288710"},"import_id":"0e809f09-08cf-4ef9-bea6-637be17f5904","redirectOnApply":true,"questionservice":{"id":"28210518"},"import_source":"ImporterService","client_code":"customer0"},"update_date":"2023-08-24T18:18:09+0000","create_date":"2023-08-14T13:37:30+0000"},"formattedData":{"categories":"","location":"Gachibowli, Hyderabad, India","title":"Support Manager","seo_title":["undefined","Gachibowli%2C+Hyderabad%2C+India","Support+Manager"],"description":"<strong>Job Overview</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.</span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. </span></p> <br><strong>Responsibilities</strong> <br><br><ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">iCIMS is a place where everyone belongs.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\"> </span></span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\">If you would like to request an accommodation due to a disability, please contact us at </span></span><span style=\\"font-size: 12.0pt; font-family: 'Times New Roman',serif; color: black;\\"><a href=\\"mailto:careers@icims.com\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"font-family: 'Arial',sans-serif; border: none windowtext 1.0pt; padding: 0in;\\">careers@icims.com</span></a></span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">.</span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black;\\"> </span></p> <br><strong>Compensation and Benefits</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\"><span style=\\"color: black;\\">Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, </span><span style=\\"color: black;\\">bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: </span><a href=\\"https://careers.icims.com/benefits\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"color: #1a2235;\\"><span style=\\"color: black;\\">https://careers.icims.com/benefits</span></span></a></span></p>","qualifications":"<ul><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">10+ years of experience in Support teams with at least 4+ year experience managing a team.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Prior experience leading a client facing support team for international markets / SAAS</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong understanding of Customer Support metrics and SLAs</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent verbal and written communication skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Excellent planning and organizational skills</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Strong presentation skills and ability to motivate teams.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Knowledge of MS Excel and PowerPoint</span></li></ul><p style=\\"margin: 0px;\\"> </p>","responsibilities":"<ul><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and grow a team of Support Engineers to deliver world class customer service.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage team productivity and performance through instilling a metrics driven culture.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Conduct quarterly reviews with iCIMS leadership.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Demonstrate strategic thinking to plan and execute medium/long term initiatives.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Foster and facilitate the professional growth, engagement, and development of team members.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage workflows and schedules for direct reports and ensure adequate workload coverage.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.</span></li><li><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Drive continuous improvement in processes through innovation and automation and cutting-edge technology.</span></li><li><span style=\\"color: black; font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">Open to work in 24*7 shifts.</span></li></ul>","clientName":"careers-home","locations":"Gachibowli, Hyderabad, India"}},"isNoIndex":false,"preloginConfiguration":null,"contextSettings":{"contextDefinitions":[{"name":"sales","search":{"categories":"Sales|Account Management"},"recentJobs":{"limit":5},"metadata":{"title":"Sales | iCIMS Careers"}},{"name":"internal","metadata":{"title":"Internal Careers | iCIMS"},"isSSO":true,"search":{"internal":"true"},"overrides":{"omp":{"enabled":true,"cookieExpiration":180,"disablePorfileEditing":true}},"jobDescriptionConfig":{"addThisDisabled":true},"redirectConfiguration":{"enabled":true,"url":"/internal/jobs"}},{"name":"technology","search":{"categories":"Information Technology|Engineering|Analytics"},"recentJobs":{"limit":5},"metadata":{"title":"Technology & Infrastructure | iCIMS Careers"}},{"name":"business-support","search":{"categories":"Human Resources|Legal|Administrative/Clerical|Accounting/Finance"},"recentJobs":{"limit":5},"metadata":{"title":"Business Support | iCIMS Careers"}},{"name":"marketing","search":{"categories":"Marketing"},"recentJobs":{"limit":5},"metadata":{"title":"Marketing & Communications | iCIMS Careers"}},{"name":"customer-team","search":{"categories":"Project Management|Customer Success|Technical Support"},"recentJobs":{"limit":5},"metadata":{"title":"Customer Support | iCIMS Careers"}},{"name":"culture","metadata":{"title":"Culture | iCIMS Careers"}},{"name":"benefits","metadata":{"title":"Benefits | iCIMS Careers"}},{"name":"careers-home","metadata":{"title":"Careers | iCIMS Careers"},"iamOrgID":"org_Yp9KvWQdXBMfJE4K"},{"name":"diversity","metadata":{"title":"Diversity | iCIMS Careers"}},{"name":"our-locations","metadata":{"title":"Locations | iCIMS Careers"}},{"name":"benefits","metadata":{"title":"Benefits | iCIMS Careers"}},{"name":"internships","search":{"tags1":"Intern | Early Career"},"metadata":{"title":"Interns & Early Career| iCIMS Careers"}}],"defaultContext":"careers-home","currentContext":"careers-home","redirectWithSources":true,"currentClient":"customer0"},"similarJobsEnabled":false,"login":{},"inhouseAlertsEnabled":false}; </script>\n<script> window.jobDescriptionTemplates = {\n sectionTop: "<!-- FOR BRANDING ELEMENTS TO BE PLACED ABOVE JOB DESCRIPTION BODY -->",\n sectionBottom: "<!-- FOR BRANDING ELEMENTS TO BE PLACED BELOW JOB DESCRIPTION BODY -->",\n additionalButton: "<!-- additional button on JD page -->",\n getReferred: "<a href=\\"undefined\\" class=\\"get-referred cta-button\\">\\n <span class=\\"fa fa-users\\" aria-hidden=\\"true\\"></span>\\n Get Referred\\n</a>",\n rightRailMedia: "",\n};\n</script>\n\n <script src="https://app.jibecdn.com/prod/descriptions/1.1.39/polyfills-es5.js" nomodule=""></script>\n <script src="https://app.jibecdn.com/prod/descriptions/1.1.39/polyfills.js"></script>\n <script src="https://app.jibecdn.com/prod/descriptions/1.1.39/scripts.js"></script>\n <script src="https://app.jibecdn.com/prod/descriptions/1.1.39/main.js"></script>\n\n\n\n <script src="https://app.jibecdn.com/prod/social-share/0.0.20/runtime.js"></script>\n <script src="https://app.jibecdn.com/prod/social-share/0.0.20/polyfills.js"></script>\n <script src="https://app.jibecdn.com/prod/social-share/0.0.20/polyfills-es5.js" nomodule=""></script>\n <script src="https://app.jibecdn.com/prod/social-share/0.0.20/vendor.js"></script>\n <script src="https://app.jibecdn.com/prod/social-share/0.0.20/main.js"></script>\n\n\n\n\n\n\n<script src="https://widget.altrulabs.com/main.js" data-altru-widget-id="9052" data-altru-global-region="us"></script>\n\n<script data-cookieconsent="statistics">\n
\n
/**
\n
\n
@description: send an arbitrary payload to the server-side for later consumption.
\n
@param {Object} payload - a json payload that contains arbitrary data
\n
@param {String} payload.event_name - the unique name to associate with the event
\n
@param {String} payload.slug - the job id to associate with the event
\n
@param {String} payload.language - the locale to associate with the event\n */\n function sendEvent(payload) {\n// validation check\nif (!(payload || payload.event_name)) {\n console.error('insufficient data for meaningful response.');\n return;\n}
\n
\n
else {\n\n // send ajax request to backend for consumption\n $.ajax({\n method: 'POST',\n url: '/api/impression',\n data: payload,\n success: function (res) {\n // console.log('successful ajax call with response: ', res);\n }\n });\n}\n
<div class="cookie-consent">\n <div class="jibe-container cookie-consent-container">\n <div class="third-party-consent-text column-container">\n <p id="cookieconsent:desc">\n Cookies are used on this site to assist in continually improving the candidate experience and all the interaction data we store of our visitors is anonymous.\n
\n
Learn more about your rights on our Privacy Policy page.\n
We use cookies to provide website functionality and to analyze our traffic. If we have detected an opt-out preference signal then it will be honored. For more information, please see our Cookie Notice.\n
\n
\n
\n
\n \n
\n\n
\n\n\n
\n
\n
\n
\n\n\n
\n
\n
\n\nYour Opt Out Preference Signal is Honored\n
\n
Privacy Preference Center
\n
When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. A description of the cookie types is provided below each category heading. Click on the button next to each category heading to change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.\n iCIMS Cookie Notice\n
\n
Manage Consent Preferences
\n
\n
\n
\n\n
\n
Strictly Necessary Cookies
\n
Always Active
\n
\n
These cookies are necessary for the Websites to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in, or filling in forms. You can set your browser to block or alert you about these cookies, but then some parts of the Websites will not work.
\n
\n
\n
\n
\n\n
\n
Functional Cookies
\n
\n
\n
\n
These cookies enable the Websites to provide enhanced functionality and personalization. They may be set by us or by third-party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these services may not function properly.
\n
\n
\n
\n
\n\n
\n
Performance Cookies
\n
\n
\n
\n
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Websites. They help us to know which pages are the most and least popular and see how visitors move around the Websites. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our Websites and will not be able to monitor the performance of our Websites.
\n
\n
\n
\n
\n\n
\n
Targeting Cookies
\n
\n
\n
\n
These cookies may be set through our Websites by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant advertisements on other websites. They store uniquely identifying information about your browser and device. If you do not allow these cookies, you will experience less targeted advertising.
\n
\n\n
\n
\n
\n
Cookie List
\n
\n
\n
\n\n \n
\n\n\n
\n
\n
\n label\n
\n
\n \n
\n
\n
\n
\n
\n
\n
\nConsentLeg.Interest\n
\n
\n
\n label\n
\n
\n label\n
\n
\n label\n
\n
\n
\n
\n\n
\n\n
\n
\n
\n\n\n
\n\n
Ready to chat?
","datePosted":"2023-08-15T13:10:59.923Z","validThrough":"2023-10-18","employmentType":[],"hiringOrganization":{"@type":"Organization","name":"iCIMS","description":"ICIMS is a talent cloud company that helps organizations to attract, engage, hire, and advance the right talent that builds a diverse, winning workforce. It develops software that offers assistance throughout every stage of workforce hiring and engagement to clients across retail, healthcare, manufacturing, finance, and insurance industries, streamlining the entire recruitment process with a wide range of AI-powered software. The company also accelerates transformation for a community of more than 4,000 customers, including a third of the Fortune 100, that employ more than 30 million people worldwide.","numberOfEmployees":1278,"address":[{"address":{"@type":"PostalAddress","addressLocality":"Holmdel, NJ, USA"}}],"sameAs":"https://icims.com","url":"https://icims.com","logo":"https://cdn.getro.com/companies/1a9b47cf-7911-5d6b-b72f-1f0ace6cf240","memberOf":{"@type":"Organization","name":"TA Associates","description":"Founded in 1968, TA Associates is one of the oldest and largest private equity firms in the world. We invest in private companies in exciting industries, with the goal of helping management teams build their businesses into great companies. This mission has been at the heart of TA's approach to investing, and our more than 460 current and former portfolio companies illustrate our commitment to provide steady support through the cycles of the global economy. \\r\\n\\r\\nWith $24 billion raised since inception and over four decades of experience, we offer our portfolio companies financial support, strategic guidance and a significant network of contacts. We help our portfolio companies navigate the complicated paths of public offerings, debt financings, and mergers and acquisitions.\\r\\n\\r\\nWith more than 85 investment professionals in Boston, Menlo Park, London, Mumbai and Hong Kong, we possess the knowledge and the ability to act decisively in a wide array of industries. While we have deep expertise in technology, financial and business services, healthcare, and consumer industries, we will consider investments in other areas.\\r\\n\\r\\nWe are here to help you build a thriving business and create substantial value for the future.","logo":"https://cdn.filepicker.io/api/file/WH93rHSvQT6YBkkxb3rJ","url":"careers.ta.com"},"keywords":"Administrative Services, HR and Recruiting, Information Technology, Professional Services, Sales and Marketing, Software"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Hyderabad, Telangana, India"}}}
The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support.
About Us
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities
Develop and grow a team of Support Engineers to deliver world class customer service.
Manage team productivity and performance through instilling a metrics driven culture.
Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.
Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance.
Conduct quarterly reviews with iCIMS leadership.
Demonstrate strategic thinking to plan and execute medium/long term initiatives.
Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group.
Foster and facilitate the professional growth, engagement, and development of team members.
Manage workflows and schedules for direct reports and ensure adequate workload coverage.
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.
Drive continuous improvement in processes through innovation and automation and cutting-edge technology.
Open to work in 24*7 shifts.
Qualifications
10+ years of experience in Support teams with at least 4+ year experience managing a team.
Prior experience leading a client facing support team for international markets / SAAS
Strong understanding of Customer Support metrics and SLAs
Excellent verbal and written communication skills
Excellent planning and organizational skills
Strong presentation skills and ability to motivate teams.
Knowledge of MS Excel and PowerPoint
Preferred
Knowledge of HR / Recruitment Software domain is a plus.
EEO Statement
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and Benefits
Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits
Cookies are used on this site to assist in continually improving the candidate experience and all the interaction data we store of our visitors is anonymous.
Learn more about your rights on our Privacy Policy page.
We use cookies to provide website functionality and to analyze our traffic. If we have detected an opt-out preference signal then it will be honored. For more information, please see our Cookie Notice.
Your Opt Out Preference Signal is Honored
Privacy Preference Center
When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. A description of the cookie types is provided below each category heading. Click on the button next to each category heading to change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.
iCIMS Cookie Notice
Manage Consent Preferences
Strictly Necessary Cookies
Always Active
These cookies are necessary for the Websites to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in, or filling in forms. You can set your browser to block or alert you about these cookies, but then some parts of the Websites will not work.
Functional Cookies
These cookies enable the Websites to provide enhanced functionality and personalization. They may be set by us or by third-party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these services may not function properly.
Performance Cookies
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Websites. They help us to know which pages are the most and least popular and see how visitors move around the Websites. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our Websites and will not be able to monitor the performance of our Websites.
Targeting Cookies
These cookies may be set through our Websites by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant advertisements on other websites. They store uniquely identifying information about your browser and device. If you do not allow these cookies, you will experience less targeted advertising.