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Lead Technical Project Manager
hace 1 semana
We are one of the Inc. 5000 fastest-growing companies in the U.S. and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions. If you like a challenging environment where you're working with the best and are encouraged to learn and experiment every day, there's no better place - guaranteed. Our company culture values innovation, collaboration, and continuous learning. We believe in empowering our employees to take ownership of their work and strive for excellence in everything we do. We offer competitive compensation, flexible work arrangements, and opportunities for growth and development. Join us and be part of a dynamic team that is shaping the future of technology
What You Will Do
You will lead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment, ensuring proper team scheduling and coverage, optimizing shifts to maintain continuous support. You will track KPIs and SLAs, providing regular performance reports and insights, act as the main escalation point for high-priority issues affecting platform stability and performance, collaborate with DevOps and Engineering teams to improve incident response times and resolution processes, oversee and improve incident management workflows, and continuously enhance support processes to improve efficiency and customer satisfaction. You will serve as a bridge between the support team and other business units, ensuring clear communication and alignment. To be successful in this role, you will need to have 4+ years of experience in Project Manager roles, proven experience managing IT support teams in a 24/7 environment, experience working with technical support for e-commerce platforms (Shopify experience is a plus), strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes, ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.), excellent organizational and team leadership skills, strong communication and stakeholder management abilities, experience with postmortem analysis and continuous improvement initiatives, and upper-intermediate English level.
