Head of Support Services

PartnerOne

. Lead the Level 1 support team and senior Hosted Services roles, and build Level 2 knowledge over time .

Posted 11/11/2026full-timeRemote • EgyptLead💰 $2,900 - $5,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Level 1 and Level 2 support teams, implementing ITIL-aligned processes, and managing escalations in enterprise software environments. Proficient in building 24/7 support operations and utilizing service desk platforms like Zoho Desk to enhance customer service and operational efficiency.

Highest-signal resume keywords

ITIL Incident Management24/7 Support OperationsZoho Desk ExperienceSLA ManagementRegulated Sector Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementSLA-Based SupportCloud EnvironmentsMonitoring and AlertingAI-Assisted SupportKnowledge-Centered SupportSelf-Service ImplementationEscalation Management

Soft Skills

Calm Under PressureClear CommunicationTrust BuildingData-Driven Decision MakingCoaching and Development

Tools & Technologies

Zoho DeskCincom AI ToolsService Desk PlatformsOperational PlatformsMonitoring Tools

Certifications & Qualifications

ITIL 4 Certification

Industry Keywords

ISO 27001SOC 2Financial ServicesInsuranceEnterprise Software

Tech Stack

Tools & technologies

AzureCloud

About the role

Key responsibilities & impact

Lead the Level 1 support team and senior Hosted Services roles, and build Level 2 knowledge over time
Hire, develop and coach the team, and cross-skill people across products
Design and run Support as a true 24/7 service with coverage, rotas and on-call arrangements
Build follow-the-sun and out-of-hours support models across time zones
Establish consistent intake, triage, severity and prioritisation processes across products
Implement ITIL-aligned incident, problem and change management and knowledge-centred support
Work with Hosted Services to build a Managed Services approach for hosted platforms
Own Level 1-to-Level 2/3 escalations, tracking issues through resolution and keeping customers informed
Review escalation trends with product heads and drive permanent fixes and knowledge-base updates
Oversee support for hosted customer environments, including availability, monitoring, backups, patching, disaster recovery and incident response
Make Zoho Desk the single support platform and integrate it with other operational platforms
Build and maintain a knowledge base and expand customer self-service using Cincom AI tools
Explore and develop AI-assisted Level 1 support, including validated local-language support
Set and track severity-based SLAs and internal service levels
Report ticket trends by product, customer, region, severity and SLA-tracked resolution time to the COO monthly
Lead major-incident response and customer communications
Ensure support processes provide evidence for ISO 27001 and SOC 2 and meet regulated-sector customer obligations

Requirements

What you’ll need

Experience leading Level 1 and Level 2 support for enterprise software customers, ideally across more than one product
Track record of building or reshaping a support function
Experience running or building a 24/7 support operation, including on-call and potential follow-the-sun models
Experience managing escalations into engineering teams and holding them to agreed timescales
Experience running SLA-based support for business-critical customer systems
Strong grounding in incident, problem and change management (ITIL or equivalent)
Working understanding of hosted and cloud environments, Azure or similar, including monitoring and alerting and management of guaranteed up-time
Comfortable with service desk platforms, reporting and automation
Calm and clear with customers and senior colleagues, especially when things go wrong
Uses data to manage performance and to make the case for change
Builds trust across Engineering, Delivery and Client Success, and gets things done without relying on authority
Fluent Business English communication
Hands-on experience with Zoho Desk or a comparable service desk platform
Experience introducing AI-assisted support, knowledge-centred support or self-service
ITIL 4 certification
Additional languages, particularly French, German, Italian
Experience supporting customers in regulated sectors such as financial services and insurance, and familiarity with ISO 27001 and SOC 2

Benefits

Comp & perks

Independent Contractor (Contractor is responsible for applicable taxes and statutory obligations, subject to the agreement and local law)
Full-time role
Availability for occasional short travels
Payment in USD
Equipment provided by the company