Senior Manager, Technical Support (Philippines Remote)

Manage multiple teams of Specialists and team leads to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs

• Manage not only specialists within the team but also those with lead/supervisory responsibility of other staff across Turnitin products

• Actively participate in responses to live service outages and post mortem activities, always with a customer first mindset 

• Identify future areas of improvement and risks, and proactively work to prevent/limit both customer and team impact

• Deliver regular reporting and MI to track KPIs and monitor performance at team and individual level – share with Support Director.

• Manage team performance, agreeing clear goals and targets at both an individual and wider team level, reviewing performance formally and informally, givin...