Contract: Global Technical Support Operations Lead (Interim)
Location: Ireland with hybrid on‑site time in Belfast
Duration: 3–6 months
Start: ASAP
My client is a fast‑scaling SaaS + hardware company in a phase of rapid global growth. We are strengthening our technical support function to support increased demand across regions and time zones.
We’re looking for a hands‑on, interim Technical Support Operations leader to partner closely with our Head of Tech Support and help build the operating foundations for scale.
What You’ll Be Doing
* Partner directly with the Head of Tech Support to stand up scalable global support operations
* Design and implement:
* Shift patterns, rostering and on‑call rotations
* SLA definition and tracking
* Coverage models (moving from 16x5 toward 24x7)
* Help integrate AI‑assisted tooling into support workflows where appropriate
* Build and tweak reporting dashboards, workflows, and pipelines (not just design them)
* Provide hands‑on mentoring to the existing support leadership and team
* Spend meaningful time on‑site in Belfast during the early phase to embed with the team
What We’re Looking For
* Previous experience running or scaling technical support operations across multiple regions or time zones
* Background in SaaS, hardware‑SaaS, devices, or platform businesses
* Strong operational skill set:
* Scheduling & workforce planning
* SLAs & escalation management
* Support metrics & reporting
* Comfortable balancing strategic thinking with hands‑on execution
* Pragmatic, builder mindset — you improve systems by using them
* Based in Ireland, either week on week off or a couple of days a week in Belfast