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Senior Manager- Application Support Team

3 months ago

uttar pradesh, India BirchStreet Systems Full time
About BirchStreet Systems
BirchStreet Systems, Inc. delivers a comprehensive procure-to-pay SaaS business solution tailored to the unique demands of the hospitality and gaming industry using cloud technology. Our superior procure-to pay solution focuses on streamlining business processes, automating key functions such as eProcurement, Account Payable, Inventory Control, Invoice Management, Recipe Management, Pay Management, and Operational Insights. This comprehensive suite empowers users, suppliers, and corporations to optimize operations, driving transformation and yielding significant cost savings. Subscribed by thousands of businesses across 130 countries, BirchStreet facilitates global connections with a vast network of more than 400,000 suppliers. Established in 2002, BirchStreet, headquartered in Las Vegas, Nevada, boasts a robust global presence with offices in the UK, China, Singapore, and India.
Position Overview
BirchStreet Systems LLC is seeking a highly skilled and experienced Senior Manager to lead our Application Support Team within the Operations department catering to our US based clients. The Senior Manager will be responsible for overseeing the day-to-day operations of the Application Support Team, ensuring the delivery of high-quality support services to our customers.
Key Responsibilities
Team Leadership:
Lead, mentor, and motivate the support operations team to achieve departmental goals and objectives.
Provide guidance and direction to team members, team leaders, assistant managers and managers, fostering a culture of collaboration, excellence, and continuous improvement.
Continuously review the interaction of team members with their reporting leads to ensure a cohesive work culture.
Customer Support:
Oversee the delivery of timely and effective technical support services to BirchStreet Systems’ customers, ensuring issues are resolved promptly and to the customer's satisfaction.
Act as a point of escalation for complex or high-priority customer issues, working closely with team members to resolve them efficiently.
Be the voice of the customer within BirchStreet, to ensure that Customer Satisfaction is paramount.
Process Improvement:
Identify opportunities for process improvement within the Application Support Team, implementing best practices and procedures to enhance efficiency and service quality.
Collaborate with cross-functional teams to develop and implement initiatives aimed at improving overall customer satisfaction and support experience.
Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement
Take on the responsibility to ensure that the team continuously drives NPS scores, and every effort is made for continuous improvement.
Performance Monitoring and Reporting:
Establish key performance indicators (KPIs) for the Application Support Team and monitor performance against these metrics.
Generate regular reports and dashboards to track team performance, identify trends, and make data-driven decisions to optimize support operations.
Training and Development:
Develop and implement training programs to enhance the technical skills and product knowledge of team members, ensuring they are equipped to support BirchStreet Systems’ products effectively.
Provide ongoing coaching and professional development opportunities to support the career growth of team members.
Ability to coach & develop people in the hierarchy
Basic understanding of P & L account, planning, forecasting & scheduling to meet SLAs, Delivery and adherence to the SOW defined parameters is a must
Willingness to work within a 24/7 shift cycle is a must - needs to be comfortable with working in night shifts
Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree preferred.
10+ years of experience in technical support, software/application support, or a related field, with at least 3 years in a mid-leadership or managerial role.
Primary experience in International Customer environment.
Proven track record of effectively leading and developing high-performing teams.
Strong understanding of software/application support processes and best practices.
Excellent communication and interpersonal skills, with the ability to interact effectively with customers, stakeholders, and team members.
Demonstrated analytical and problem-solving abilities.
Experience of working in a fast-paced, dynamic environment such as Voice/Blended Process, Technical Support for reputed clientele.
Location: Noida, Work from Office