Job Description:

We are seeking a highly skilled and experienced Technical Program Manager (TPM) to elevate our Support Operations. This role will focus on enhancing existing support tooling, advancing analytics to enable data-driven decision making, and refining knowledge management practices. You will ensure our tools and processes scale effectively and empower our Global Service Desk to deliver exceptional service

Requirements:

• 5+ years of experience in a Technical Program Manager role, with a strong focus on ITIL practices, data analytics, and tooling.
• Expertise in eazyBI, Jira JSM, and other analytics platforms; familiarity with dashboard creation and KPI tracking.
• Experience building automations, workflows, and support processes
• Demonstrated ability to manage complex projects and lead cross-functional teams effectively.
• Exceptional problem-solving and analytical skills, with a track record of delivering measurable results.
• Strong communication skills, capable of translating technical concepts for non-technical audiences.
• Thrives in a fast-paced environment, with excellent organizational and time-management abilities.

Nice to Haves:

• Familiarity with ITIL frameworks and Global Service Desk operations.
• Experience with change, incident, or problem management processes.
• Knowledge or customizing Jira workflows and reports.