Support Services Manager

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint in hybrid environments-from on-premises to SaaS to containers to cloud.

We're transforming the software industry. We're Flexera. With more than 50,000 customers across the world, we're achieving that goal. But we know we can't do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we're consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

The Support Services Manager leads the global technical support team for 2500 Flexera users. This is both a management and hands-on, technical role. The team consists of 15 members located around the world. This role involves ITSM solution management, helpdesk, desk side support, and desktop engineering functions.

Key Responsibilities:

• Technical Leadership:
  • Implement and maintain internal ITSM solutions and configuration management tools.
  • Drive adoption of MDM, application packaging, vulnerability management, software distribution, and remote desktop management.
  • Ensure global hardware and software standards and compliance.
  • Manage encryption technologies and large-scale deployment plans.
  • Responsibility for configuration management tools.
  • Develop processes to efficiently and accurately set up hardware for new hires and replacement equipment.
  • Participate in technology process and support integration with other IT and software development teams.
• Managerial Skills:
  • Establish team goals and manage a global technical support team.
  • Set Support Service Strategy and ensure SLA's are met or exceeded.
  • Vendor relationship management.
  • Present information to Executives and Business Leaders.
  • Develop, report, and explain support metrics.
  • Establish a global standard for training environments.
  • Maintain consistent work hours and flexibility to be on-call, including weekends, and participate in a team on-call rotation.
• Business Acumen:
  • Solid understanding of business support requirements and align processes accordingly.
  • Strong communication and interpersonal skills to work in a high-paced team environment.
  • Customer-service orientation.
  • Organization and documentation skills.
  • Project Management skills.

Required Experience & Skills:

• BS in Computer Science, Engineering, or related technical field with 5+ years related experience.
• Strong communication and interpersonal skills.
• Ability to work independently with strong time management skills.
• Experience with support of a global environment preferred.
• Solid problem-solving and analytical skills.
• Self-starter who continually develops and broadens their skill set.
• Demonstrates technical proficiency through the pursuit and achievement of industry certifications.
• Experience with SCCM, Jamf, Landesk, Intune, and other systems management platforms.
• Experience with ITAM and FinOps solutions
• Experience with configuring workflows, queuing, and reporting within ITSM solutions.
• Experience setting up lifecycle management processes.