IT Support Manager – New Team Build (SaaS Product)
Permanent | Remote First | Waterford
Techheads have an exciting opportunity for an experienced IT Support Manager to join a scaling SaaS product company focused on delivering AI solutions within the FinTech space.
This is a unique opportunity to become the first member of their support team, establishing the function from the ground up. You will lead the implementation of their new ticketing system (Zendesk), create support processes and policies, and set the standard for IT support across the business, giving you full ownership to shape their IT Support function.
As the company grows, you will have the chance to expand and manage a small support team while also gaining experience in other areas of the business, including release management, client engagement, and IT support strategy development.
This is a multifaceted role within a growing organisation where you can shape your future while building a critical function from scratch.
This position is a remote-first organisation providing excellent work-life balance for the right individual with one day a week on-site.
Requirements:
1. 7+ years of experience in B2B external client support
2. 3+ years working in a B2B SaaS Product environment
3. Previous experience as an IT Support Manager, leading a small support function
4. Strong knowledge of IT support processes and procedures, including ITIL
5. Experience implementing new support technologies such as Zendesk, Jira, or similar
6. Excellent communication skills and confidence in client-facing interactions
Candidates must hold an EU Passport or Stamp 4 and be currently located in Ireland.
Benefits:
* Pension, Healthcare, Remote First, Home equipment allowance, wellness allowance and more.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology, Consulting, and Management
Industries: Software Development, Financial Services, and IT System Custom Software Development
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