lead support manager
Budapest, Hungary
Support
Full-time
hybrid
Supercharge is seeking a dynamic and experienced Lead Support Manager to head our multi-tiered support operations (L1, L2, L3) and elevate the operational excellence of our services. This individual will lead our Service Operations Managers and ensure smooth 24/7/365 operations, while also supporting commercial activities including RFP responses, onboarding of new clients, and expanding ongoing engagements. You will play a key leadership role, bridging technical support operations, client success, and business development.
Supercharge is seeking a dynamic and experienced Lead Support Manager to head our multi-tiered support operations (L1, L2, L3) and elevate the operational excellence of our services. This individual will lead our Service Operations Managers and ensure smooth 24/7/365 operations, while also supporting commercial activities including RFP responses, onboarding of new clients, and expanding ongoing engagements. You will play a key leadership role, bridging technical support operations, client success, and business development.
Your day to day will include:
- Operational Leadership:
- Leading, mentoring, and managing the Service Operations Managers and support teams across L1, L2, and L3
- Overseeing daily operational performance, ensuring SLAs/KPIs are met, and incidents are managed and resolved end-to-end
- Driving incident lifecycle ownership: triage, containment, resolution, and post-mortem
- Governing and optimizing access management, change controls, and escalation flows
- Championing continuous improvement across SOPs, incident response playbooks, and support tooling
- Delivering and reviewing monthly operational and security reports to stakeholders (both internal and external)
- Ensuring all scheduled activities (bi-weekly, monthly, yearly) are completed as per policy
- Taking responsibility for the profitability of the overall support team portfolio and working with the commercial team to implement improvement actions as required
- Client Communication & Relationship Management:
- Acting as the escalation point for high/critical incidents and client-facing issues
- Holding occasional client communication trainings for L1 agents
- Presenting incident reviews, monthly reports, and performance metrics to clients
- Sales and Commercial Support:
- Collaborating with the Sales team to provide operational insights during pre-sales engagements
- Contributing to proposals, SoWs, and RFP responses with tailored support models and SLAs
- Providing pricing input to tender submissions based on tailored support models and SLAs
- Defining and communicating support capabilities, onboarding processes, and platform readiness for new client rollouts
- Participating in scoping workshops and client presentations as the support operations SME
- Ensuring operational readiness for onboarding new clients, including knowledge transfer, L1/L2 training, access setup, and alerting
We'd love to meet someone who has:
- 5+ years of experience in support/operations leadership roles within SaaS, platform, or cloud environments
- Understanding in ITIL, incident management, access control, and DevOps escalation chains
- Experience in managing 24/7 support organizations with L1–L3 separation
- Familiar with tools like Jira, Zendesk, Grafana, AWS CloudWatch, Okta, and Git workflows
- Effective communication skills with stakeholders—confidently engaging with engineers, business stakeholders, and clients
- Experience in supporting sales teams in commercial engagements or worked in client onboarding roles
- Proven track record in drafting and presenting reports, metrics dashboards, and client-facing documentation
- Experience in regulated industries (e.g., finance, energy, healthtech)
- Exposure to ISO27001, SOC2, or similar compliance environments
- Hands-on technical background in DevOps, SRE, or security operations
- Delivered or managed hotfixes, hypercare periods, or platform cutovers
Bonus Points: