Manager Technical Support

We are looking for a Manager Technical Support, to lead the Technical Support (Care) team (Amsterdam, Hyderabad) that provides product support, licence distribution and service delivery management (SDM) for STAEDEANs product portfolio to customers and partners. You own the daily service delivery of the Care team, guide the team members and develop the support operation continuously: the support model and its entitlements, a tiered support structure with named functional and technical support consultants, and an integrated, increasingly AI-assisted support platform. You will be a counterpart for Software Development (Build), Services, Customer Success and Finance on everything in technical support after go-live.
- Service delivery: You lead the team on ticket intake, prioritisation and resolution across all product pillars; a named SDM on every high-priority case; weekly review of escalations, ageing and cases waiting for Build; a problem-management loop and an escalation path per product with the software development department.
- People and structure: You run the management rhythm (weekly team meeting, bi-weekly 1:1s, reviews and goals); a primary and a backup for every product; build Level 1 triage and Level 2 technical ownership; staffing and hiring plan within budget.
- Steering by data: You own the Team dashboard (SLA, ageing, closure, inflow and outflow, Build waiting time, cases per consultant) built on the data of the technical support platform; monthly report to management.
- Support model: Operate the support model (Base and Premium tiers): entitlements correct in the support platform, Premium options delivered as sold, T&M kept explicit; give Sales and Customer Success the facts for renewals and Premium take-up. Selling stays with the Sales and CSM team.
- Platform and AI: Own the technical support platform (ServiceNow or comparable: seats, configuration, partner, cost) and its integration with the development and CRM platforms; drive the AI-assisted support roadmap with IT and Data Science: knowledge base first, then agent assist, then self-service, with a person in control.
- Stakeholders and customers: Point of management-level escalation for customers and partners; agree priorities and capacity with Build and Services; represent Care in budget and planning. What You Need to Be Successful:
- Minimum 7+ years in enterprise software support or service delivery, of which 3+ years leading a distributed team across Europe and India.
- Has run a technical support platform (ServiceNow or comparable) in a support organisation and has led at least one support transition: new offering, new structure or platform change.
- Microsoft Dynamics 365 or comparable ERP ecosystem, ideally on the ISV side with partners as customers.
- Bachelor’s degree in technology, business or a related field, or equivalent experience; fluent English, Dutch an advantage.
- Support operations on ITIL lines: incident, problem, change and release management, including the necessary interfaces to the software development department.
- KPI and dashboard steering: defines, reads and acts on SLA, ageing, closure and backlog data (Power BI or comparable, on the support platform’s data).
- Support contract and entitlement mechanics: Base and Premium tiers, SLAs, T&M, renewals in the licence subscription together with Sales and CSM teams.
- Working knowledge of the Microsoft Dynamics 365 and Business Central landscape.
- AI-assisted support: knowledge management (KCS), agent assist and self-service, and what each need in data and governance.