Global Customer Support Manager
Pubblicato il 11-08-2026 - Altro in Milano
Global Customer Support Manager – OverIT Field Service Management
OverIT is a global Software‑as‑a‑Service (SaaS) company with a strong presence in North America and Europe. We empower organizations in the power, utility, telco and transportation industries to manage mission‑critical infrastructures efficiently and safely through cutting‑edge Field Service Management software solutions. Leveraging advanced technologies such as Machine Learning, Augmented Reality, Internet of Things and Geographic Information Systems, we help ensure these essential infrastructures are always on.
We’re looking for a seasoned leader to manage and scale our global customer support organization.
What you’ll need
Extensive experience leading large, international support organizations
Proven ability to manage and scale teams in fast‑paced, high‑growth environments
Track record of working directly with enterprise clients, with a focus on customer satisfaction and retention
Experience managing complex service models, including partner‑delivered support
Strong leadership presence, operating effectively in high‑pressure and ambiguous contexts
Excellent communication and stakeholder management skills, including influence at all levels
Passion for people development and team motivation
Excellent knowledge of the ITIL framework, particularly Incident, Problem, Service Request and SLA management
Deep understanding of service‑desk operations and industry best practices
Experience using Jira Service Management or similar platforms
Familiarity with AI‑based tools and automation to enhance support operations and improve efficiency
Understanding of cloud architectures (IaaS, PaaS, SaaS models)
Working knowledge of Oracle DB and Java‑based applications
Fluent in English and Italian
What you'll do
Manage,
develop and coach the Global Support Customer team
Manage external partners and service providers
Define and own the staffing and performance‑management strategy of the unit
Oversee resource allocation and macro‑level planning
Define and align global support strategies with the broader CSG leadership team
Promote collaboration among stakeholders, including partners, customers, vendors and internal teams
Drive continuous improvement of support processes and tools by leveraging automation and AI technologies
Engage with senior management and C‑level stakeholders to support strategic business and IT objectives
Manage escalations with professionalism and a sense of urgency
Collaborate with Account Executives and Customer Success Managers to define and execute customer success strategies
Regularly assess performance metrics and share results with internal stakeholders
Support upsell and cross‑sell efforts by identifying risks and opportunities through customer interactions
Ensure consistent, data‑driven monitoring and reporting of team performance
What we offer
OverIT is a unique transformation project in the SaaS space, full of ambition to scale and grow globally
International culture and environment with the opportunity to partner with outstanding people and professionals who joined the company to scale and succeed
A career‑defining opportunity with full exposure to two leading private‑equity firms
Employment information
Seniority level: Mid‑senior level
Employment type: Full‑time
Job function: Information Technology
Industries: Software Development, IT Services & Consulting
Equal Opportunity Employer
At OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender identity, ethnicity, or place of origin.
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