**Position Purpose:**

The Product Support Manager is responsible for handling and resolving problem escalations, engaging as a Subject Matter Expert (SME) for various aspects of the IT Support business, and analyzing team performance and improvement opportunities. This role also drives engagement and operational excellence, aids in the translating Support Desk strategy into tactical execution, and determines critical knowledge and skill gaps at the team level. The Product Support Manager is responsible for guiding, challenging, and developing more junior team members from a professional development and execution perspective.

**Key Responsibilities:**

+ 30% Delivery & Execution:
+ Provides on-call support at Team Lead level in paging system
+ Documents, reviews and ensures that all quality and change control standards are met
+ Partners to resolve escalated technical and executive level issues
+ Acts as a SME for various aspects of the Support busi...