Product Support Manager

Job Title: Product Support Manager

Location: Chantilly, VA

Duration: 12 Months

Job Description
Act as the lead Tier 2 point of contact for support operations on the IT Governance and Strategy team, with responsibility over New Relic, Atlassian JIRA, Atlassian Confluence, and Atlassian Crowd, effectively managing in-take of Tier 1 requests from the ARC Help Desk and/or directly from end-users. You will triage requests, prioritize them based on business impact, urgency and severity, and work to resolve them in a timely mannger either by implementing a resolution yourself, delegating to a team member or escalating to Tier 3 support. You will lead collaboration with team leads from other support organizations to improve or optimize coordination of support activities, including identifying opportunities for improving system integration, process integration and communication plans.
Job Responsibilities

• Coordinate in-take of service requests and incidents from Tier 1 support teams and directly from end-users
• Triage incoming requests to understand content and prioritize according to business impact
• Assist internal Tier 2 support team in delivering solutions for customer service requests
• Manage the approval process for service requests
• Implement changes in JIRA, Confluence, Crowd or New Relic where using the Admin UI is possible to do so
• Coordinate with other support teams for improving support processes, including potentially integrating multiple support systems through webhooks and/or automated rules
• Coordinate escalation of service requests to third-party Tier 3 support partner and ensure efficient delivery of resolution(s)
  Education:
  
• Preferred, BA/BS in a relevant field or equivalent work experience
  Experience:
• 2-3 years proven experience in product support roles, preferably in an enterprise corporate setting
  
  

Skills & Abilities:

• Experience interacting with end-users in the context of support/service requests
  
• Leadership and self-organization skills in being a proactive service provider
  
• Experience with EasyVista and/or Jira
  
• Knowledge and experience with a support model that has Tier 1, Tier 2 and Tier 3 organizations
  
• Effective communication skills using phone, video calls, chat, and ticket updates.
  
• Strong customer focus with empathetic approach