Sr Manager, Global Technical Support & Operations

Job Description

Job Description

Salary:

About Safetrust

Safetrust is building the future of identity.

Imagine a world where your phone, wearable, or digital credential becomes your secure keyunlocking buildings, systems, and experiences seamlessly across physical and digital environments. Thats what we do.

Our platform combines IoT devices,mobilecredentials, and cloud-native architecture to power secure access for Fortune 200 companies and global enterprises. As we evolve from a hardware-centric model to a platform and services-driven business, marketing plays a critical role in shaping how the market understandsand adoptsSafetrust.

About the role:

Safetrust is seeking an experienced Sr. Manager, Global Technical Support & Operations to lead and scale our global technical support organization. This role is responsible for developing the people, processes, systems, and operational framework that support our customers and internal teams worldwide.

Reporting directly to the Chief Revenue Officer, this leader will oversee the global L1, L2, and L3 Technical Support organization while providing leadership to the Vietnam IT team. The successful candidate will establish operational excellence through standardized processes, measurable performance metrics, continuous improvement initiatives, and strong cross-functional partnerships with Engineering, Product, Sales, Security, and Operations.

This is an on-site leadership position based in Irving, Texas, requiring a visible leader who enjoys developing people, solving complex operational challenges, and building scalable organizations.

Key Responsibilities:

Organizational Leadership

• Provide day-to-day operational leadership for Safetrust's global Technical Support organization.
• Lead geographically distributed L1, L2, and L3 support teams, ensuring consistent service delivery across all regions.
• Establish priorities, manage workloads, and ensure appropriate support coverage based on business needs.
• Serve as the senior operational escalation point for complex customer support issues.
• Monitor service levels, ticket quality, response times, and resolution performance to ensure exceptional customer service.
• Drive accountability through regular operational reviews, coaching, and performance management.
• Foster strong communication and collaboration across globally distributed support teams.

IT Operations Leadership

• Provide leadership and direction to the Vietnam IT Manager and internal IT team.
• Ensure effective delivery of internal IT services supporting global employees.
• Oversee endpoint lifecycle management, including provisioning, deployment, maintenance, recovery, and asset management.
• Partner with Information Security to ensure compliance with corporate security standards and IT best practices.
• Support office technology initiatives, infrastructure improvements, and business continuity planning.
• Standardize IT operational procedures that improve consistency and efficiency.

Technical Operations & Service Delivery

• Ensure support operations consistently meet or exceed established service level objectives.
• Develop and maintain operational standards for ticket management, escalation handling, and customer communication.
• Monitor operational metrics to identify trends, bottlenecks, and opportunities for improvement.
• Drive consistent execution of support processes across all teams.
• Ensure technical issues are documented appropriately and transitioned efficiently between support tiers.
• Partner with Engineering to improve issue resolution and product supportability.

Process Innovation & Continuous Improvement

• Continuously evaluate support operations to identify opportunities for increased efficiency, automation, and scalability.
• Develop standardized operating procedures, workflows, and support playbooks that improve consistency across the organization.
• Lead initiatives that reduce manual effort, improve response times, and increase operational effectiveness.
• Optimize the use of support technologies, including Zendesk and other operational platforms.
• Develop dashboards and reporting that provide visibility into team performance, customer trends, and operational health.
• Champion continuous improvement initiatives that enhance both customer and employee experiences.

Knowledge Management & Technical Enablement

• Establish and maintain a comprehensive technical knowledge management program.
• Ensure troubleshooting documentation, technical procedures, and support articles remain accurate and up to date.
• Develop structured onboarding and technical training programs for Technical Support personnel.
• Promote knowledge sharing across support teams to improve first-contact resolution and operational consistency.
• Identify training needs and partner with Engineering to ensure support teams remain technically proficient.

Cross-Functional Leadership

• Partner closely with Engineering to communicate recurring technical issues and customer feedback.
• Collaborate with Product Management to improve product quality and supportability.
• Support Sales and Customer-facing teams by providing technical expertise for complex customer situations.
• Partner with Operations and Information Security on initiatives impacting technical support and internal IT.
• Build strong working relationships across departments to improve organizational effectiveness.

People Leadership

• Provide visible, hands-on leadership to the Irving Technical Support organization while effectively leading distributed teams globally.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Develop team members through mentoring, technical coaching, and career development planning.
• Promote accountability through clearly defined expectations and measurable performance objectives.
• Foster a collaborative, customer-focused, and high-performance culture.
• Partner with Human Resources on employee engagement, performance management, and succession planning.

Skills & Experience:

• 8+ years of progressive leadership experience in Technical Support, Technical Operations, or IT Operations.
• 5+ years managing technical support teams in a technology environment.
• Experience leading globally distributed support organizations.
• Experience managing L1, L2, and L3 support organizations.
• Experience leading managers and technical professionals.
• Strong understanding of support operations, service delivery, and escalation management.
• Experience improving operational processes and implementing scalable workflows.
• Strong analytical, organizational, and communication skills.
• Ability to balance strategic planning with day-to-day operational leadership.

Preferred Qualifications

• Experience supporting enterprise software, IoT, physical access control, or security technologies.
• Experience with Zendesk, Jira, Confluence, HubSpot, NetSuite, or similar support platforms.
• Experience leading globally distributed technical teams.

Success Profile:

The ideal candidate is:

• A visible, hands-on leader who enjoys being present with the team, coaching employees, removing obstacles, and fostering a culture of accountability and collaboration.
• Operationally driven and process-oriented, with the ability to identify inefficiencies, implement scalable solutions, and continuously improve service delivery.
• Technically credible, able to understand complex technical issues, guide escalation discussions, and partner effectively with Engineering, Product, and IT without needing to solve every problem personally.
• A strong people leader who develops high-performing teams through coaching, mentoring, clear expectations, and consistent performance management.
• Customer-focused and service-oriented, committed to delivering an exceptional support experience while balancing business priorities and operational efficiency.
• Analytical and data-driven, using operational metrics, trends, and customer insights to make informed decisions and drive continuous improvement.
• An effective communicator who builds trust across all levels of the organization and provides clear direction during both routine operations and high-priority customer situations.
• A collaborative cross-functional partner who works effectively with Engineering, Product, Sales, Operations, Information Security, and IT to improve the overall customer and employee experience.
• Comfortable leading globally distributed teams, ensuring alignment, accountability, and consistent execution across the United States and Vietnam.
• Able to balance strategic thinking with day-to-day operational leadership, translating business objectives into practical processes, measurable results, and continuous operational improvement.

Safetrust is an equal opportunity employer and prohibits discrimination and harassment of any kind. We offer an inclusive workplace and will not tolerate discrimination against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, or parental status.