Global Support Operations Leader

2 days ago

Pasig, National Capital Region, Philippines beBeeSupport Full time $60,000 - $80,000

Seeking a seasoned professional to lead first and second line support across our global studios. The ideal candidate will oversee IT support and service desk operations, ensuring seamless delivery of services to internal users.

This role involves collaborating with colleagues in other offices to resolve technical issues, maintain accurate records, and stay up-to-date with industry trends. Strong communication and leadership skills are essential for success in this position.

Key Responsibilities:
  • Front-line support for local and/or time zone-based employees
  • Main point of contact for customers via email, walk-ups, and chat support
  • Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services
  • Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution

The successful candidate will be responsible for identifying and escalating issues requiring urgent attention to the appropriate parties, ensuring SLAs are met, and providing an exceptional user experience. Experience in a business services environment, particularly in video games development or highly technical development environments, is highly valued.

Required Skills and Qualifications:

  • Strong knowledge of first and second line support operations
  • Experience working with ServiceNow and industry trends
  • Excellent relationship building skills
  • Ability to work in a matrix management environment
  • Proven work experience in a customer service or Helpdesk role

We offer a competitive compensation package, great place to work certification, and opportunities for global exposure.

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