Executive Support Ticket Manager

Summary

‍We are seeking an experienced and organized Company Support Ticket Manager to oversee and manage the entire lifecycle of support requests across our organization. This role is responsible for ensuring timely responses, resolving internal and external tickets, and coordinating with various departments to deliver high-quality support experiences.

Key Responsibilities:
Manage the intake, assignment, and resolution of support tickets across all departments (student services, tech, HR, etc.).

Monitor response times and ticket volumes to ensure SLAs (service-level agreements) are met.

Maintain and improve internal SOPs for ticket handling, escalation processes, and response protocols.

Coordinate with relevant teams to ensure tickets are resolved efficiently and accurately.

Train and support staff in using the support ticket system effectively.

Generate regular reports on ticket volume, resolution time, common issues, and team performance.

Identify recurring problems and recommend long-term solutions or system improvements.

Qualifications:
Proven experience managing support ticket systems (e.g., Zendesk, Freshdesk, Help Scout, or custom CRMs).

Strong organizational and problem-solving skills.

Excellent written and verbal communication.

Ability to manage and prioritize a high volume of tickets across multiple departments.

Detail-oriented with a focus on documentation, follow-up, and continuous improvement.

Experience in educational or service-based environments is a plus.