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.
* Define and track SLAs.
* Build 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.
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