We are seeking a dynamic and strategic Support Team Lead & Technology Operations Manager to join our fast-paced SaaS B2B software organisation.

This role is critical in bridging customer support, technical operations, and resource planning to deliver exceptional service performance and ensure operational excellence.

The ideal candidate thrives in an environment of shifting priorities and competing demands, demonstrating a strong ability to forecast, allocate, and lead with clarity and focus.

Operational Leadership

Lead day-to-day operations across technical support and technology operations teams.

Drive the execution of key support and operational initiatives, ensuring alignment with business goals and SLAs.

Own incident, problem, and change management processes to ensure service reliability and customer satisfaction.

Team Management

Manage and mentor a cross-functional support and ops team, fostering accountability, collaboration, and continuous improvement.

Provide coaching, performance feedback, and career development support for team members.

Maintain a high-performing team culture focused on ownership, responsiveness, and quality of service.

Demand & Capacity Planning

Forecast short- and long-term demand for technical support and operational resources using historical data, product roadmaps, and sales pipeline input.

Develop and maintain capacity plans to ensure adequate staffing, workload distribution, and coverage across time zones and functions.

Lead the resource planning cycle and proactively address gaps, bottlenecks, or overutilisation.

Priority & Conflict Management

Balance and manage multiple conflicting priorities across teams, stakeholders, and business units with a structured approach.

Act as a point of escalation and resolution for complex operational issues and competing stakeholder demands.

Implement frameworks for triaging and aligning priorities based on impact, urgency, and strategic value.

Process Optimization & Reporting

Identify and implement improvements to tools, workflows, and communication practices that enhance team efficiency and customer outcomes.

Establish and track KPIs, SLAs, and operational health metrics, and provide regular reporting to leadership.

Champion the use of automation and technology to reduce manual work and scale support delivery.

Stakeholder Collaboration

Work closely with Product, Engineering, Customer Success, and Sales to align support and operational readiness with product launches and growth plans.

Serve as a voice of operational feasibility in strategic planning discussions.

Requirements

5+ years of experience in technical support, operations management, or related roles within a SaaS B2B environment.

2+ years of experience in team leadership or people management.

Proven experience with demand forecasting, capacity planning, and workforce optimization.

Strong organizational and decision-making skills, with demonstrated ability to manage conflicting priorities and drive resolution.

Excellent communication and interpersonal skills with a customer-first mindset.

Familiarity with operational tools such as Zendesk, Jira, Salesforce, and data analytics platforms.

Experience with ITIL practices or operational frameworks like Lean, Agile, or Six Sigma is a plus.