Support Team Manager
Support Team Manager
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Job Description
Support Team Manager
We are looking for a dedicated and experienced Support Team Manager to oversee the management of our People Support Jira system and to lead the development of a comprehensive knowledge base. In this role you will be responsible for ensuring that our internal support processes run smoothly efficiently and deliver the highest level of service to our team members. You will work closely with various departments to build a robust knowledge base that will serve as a key resource for all employees.
Key Responsibilities:
Jira System Management: Oversee and manage the People Support Jira system ensuring tickets are tracked prioritized and resolved in a timely manner
Team Management & Coordination: Lead mentor and develop a team of support specialists fostering a collaborative and performancedriven environment. Conduct regular oneonone meetings performance reviews and provide constructive feedback to team members
Knowledge Base Development: Build and maintain a comprehensive knowledge base that serves as a goto resource for frequently asked questions policies procedures and best practices
Process Improvement: Continuously analyze support workflows and suggest improvements to optimize efficiency and service quality
Reporting & Analytics: Generate regular reports on ticket volumes response times and resolution rates to assess team performance. Use data to identify trends and areas for improvement in both the support system and knowledge base. Present insights and recommendations to senior leadership to drive continuous improvement
Collaboration: Collaborate with HR IT and other departments to ensure alignment on support processes and integration of relevant knowledge base content
Qualifications:
Bachelors degree in Business Administration Information Technology Human Resources or related field preferred.
Skills & Competencies:
Strong team management skills
Excellent organizational and multitasking abilities
Analytical mindset with the ability to use data to drive decisions and improvements
Exceptional written and verbal communication skills
Familiarity with HR or People Support processes is a plus
Proactive problem solver with a focus on continuous improvement
Ability to work in a fastpaced environment and manage multiple priorities
Collaborative team player who can work effectively across departments
Company Summary:
Zeta Global is a NYSE listed datapowered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley former CEO of Apple Inc and PepsiCola the Company combines the industrys 3rd largest proprietary data set 2.4B identities) with Artificial Intelligence to unlock consumer intent personalize experiences and help our clients drive business growth. Our technology runs on the Zeta Marketing Platform which powers end to end marketing programs for some of the worlds leading brands. With expertise encompassing all digital marketing channels Email Display Social Search and Mobile Zeta orchestrates acquisition and engagement programs that deliver results that are scalable repeatable and sustainable. Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race gender ancestry color religion sex age marital status sexual orientation gender identity national origin medical condition disability veterans status or any other basis protected by law. Zeta Global Recognized in Enterprise Marketing Software and CrossChannel Campaign Management Reports by Independent Research Firm Experience:
Manager
Employment Type
Full Time
Key Skills
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