Head of Support

Responsibilities

• Build and improve support processes.
• Own incident management.
• Drive SLA compliance and performance metrics.
• Team management: task allocation and monitoring of their progress, tracking deadlines, and task execution quality.
• Creating and improving processes within the team, including automation.
• Interacting with other teams and internal stakeholders.
• Participation in team assembly, its development, and motivation.
• Providing team meetings (daily, retro, etc.).
• Budget Management.
• Performance tracking.
• Creating and maintaining comprehensive team documentation.

Qualifications

• Relevant experience of 3+ years in a Head of Support / Technical Support Manager, or similar roles (in L1/L2 tech support).
• Strong technical background.
• Experience in interacting with stakeholders and managing their expectations.
• Experience in managing service teams.
• Expert in Kanban.
• Practical experience with Atlassian products: Jira, Confluence.
• Practical experience with BI tools and data-driven approach.
• English proficiency at the B2 level or higher.

Nice to have

• ITIL knowledge.
• Experience in fintech, trading, brokers, hedge funds, exchanges, or related areas.