Global Escalation Support Manager

Global Escalation Support Manager

Location: Kansas City, MO or REMOTE 

Type: Full-Time

Job Description:

DCG is a leading provider of Microsoft Dynamics 365 solutions. Our mission is to help organizations streamline their business processes, improve efficiency, and achieve growth through the implementation and support of cutting-edge technologies. We are a dynamic and fast-growing team committed to delivering outstanding customer service and innovative solutions to our clients. 

We are looking for a highly experienced and skilled individual to join our team as a Global Escalation Support Manager. In this role, you will be responsible for managing a team of support analysts, engineers, and architects, ensuring client SLAs are met, and creating and implementing processes to improve the support experience for enterprise level clients. The ideal candidate will have strong customer experience skills, experience managing distributed teams, and a strong business acumen.

Responsibilities:

• Managing and coaching a team of support engineers across different regions and time zones
• Ensuring that support SLAs are met, and that customer satisfaction is high.
• Developing and implementing support processes and best practices that align with ISO27001, SOC2, or similar standards.
• Reporting on support metrics and performance to clients and internal stakeholders.
• Collaborating with other teams and departments to resolve complex issues and improve customer experience.
• Providing technical guidance and expertise on Microsoft technologies and products.
• Identifying opportunities for growth and improvement within the support organization.
• Build and maintain relationships with key stakeholders across the organization and external customers.
• Ensure compliance with standard operating procedures.
• Develop and implement training programs for support analysts to ensure they are equipped with the necessary skills to deliver exceptional customer service.
• Provide timely escalation management when required and oversee problem resolution.

Requirements:

• 3 years of experience in a support management role, preferably in a Microsoft support environment.
• A strong understanding of Microsoft technologies and products, such as Azure, Office 365, Dynamics 365, etc.
• A proven track record of delivering high-quality support to enterprise clients.
• A process-oriented mindset and experience working in environments that are ISO27001, SOC2, or similar certified.
• A customer-centric attitude and excellent communication skills.
• Business acumen with the ability to present and discuss complex topics with senior leaders.
• A certification in ITIL or a similar framework is a plus.

What We Offer:

• Competitive salary and quarterly incentive structure. Salary Range: 75K-95K.
• Comprehensive benefits package, including medical, dental, and vision coverage.
• Generous paid time off and holiday policy.
• Professional development and growth opportunities.
• Supportive and collaborative team environment.

How to Apply: If you are passionate about Support Management and driven to succeed, we want to hear from you. Please submit your resume and cover letter, detailing your relevant experience and interest in this position. We thank all applicants for their interest; however, only those selected for an interview will be contacted.