Support Desk Manager

We are hiring a Support Desk Manager to lead and scale our frontline Support & Operations team, including Support Desk Analysts and Support Desk Engineers.

This role is responsible for ensuring high-quality, responsive, and efficient technical support for both internal teams and external customers. You will oversee daily support operations, manage performance against SLAs, improve support processes, and develop a high-performing team capable of supporting Nscale's rapidly growing AI infrastructure platform.

As a people leader, you will coach, mentor, and grow a team of support professionals while establishing operational rigor, measurable service standards, and a customer-first culture., * Lead, coach, and develop a team of Support Desk Analysts and Support Desk Engineers.

• Set clear performance expectations, conduct regular 1:1s, and support career progression.
• Foster a culture of ownership, accountability, and customer-centricity.
• Support hiring, onboarding, and training of new team members as the organization scales., * Oversee day-to-day support desk operations across multiple channels (ticketing, chat, email).
• Ensure SLAs and response time targets are consistently met or exceeded.
• Monitor ticket queues, workload distribution, and escalation pathways.
• Establish clear severity definitions and escalation frameworks.

Process & Quality Improvement

• Define and refine support processes, documentation standards, and escalation procedures.
• Implement KPIs across ticket resolution time, first-response time, customer satisfaction (CSAT), and backlog health.
• Conduct regular quality reviews of tickets and customer communications.
• Identify trends in recurring issues and partner with engineering to drive root cause resolution.

Incident & Escalation Management

• Act as the primary escalation point for high-severity or customer-critical issues.
• Coordinate cross-functional response during incidents.
• Ensure clear communication with stakeholders during service disruptions.
• Lead post-incident reviews and contribute to continuous improvement efforts., * Partner closely with Infrastructure, Platform Engineering, Product, and Internal IT teams.
• Ensure smooth escalation and feedback loops between support and engineering.
• Provide structured feedback from customers to product and platform teams.
• Align support processes with broader operational and reliability objectives.

Reporting & Metrics

• Develop dashboards and reporting for executive visibility into support performance.
• Track trends in ticket volume, issue categories, resolution times, and customer satisfaction.
• Use data to inform staffing models, workload planning, and process improvements.

Do you have experience in Zendesk?, * 5+ years of experience in technical support, service desk, or customer-facing technical operations.

• 2+ years of experience managing or leading support teams.
• Experience in cloud, infrastructure, SaaS, or high-growth technology environments.
• Strong understanding of support operations, SLAs, escalation frameworks, and ITIL principles.
• Demonstrated ability to improve service performance and operational efficiency.
• Strong communication skills with experience engaging both technical and non-technical stakeholders.

Technical Knowledge

• Solid understanding of cloud infrastructure, networking fundamentals, and Linux-based systems.
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar).
• Understanding of incident management, root cause analysis, and service reliability principles.
• Exposure to monitoring, observability, or infrastructure tooling is advantageous.

Leadership & Mindset

• Strong people leader with a coaching-oriented management style.
• Data-driven decision maker who uses metrics to improve performance.
• Calm, decisive, and structured during high-pressure situations.
• Proactive and solutions-focused, with a bias toward continuous improvement.
• Passionate about delivering exceptional customer experiences.

At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.

Highly competitive package (base + equity) with reviews every 12 months.

Join one of the fastest-growing AI infrastructure companies - your opportunity to build and lead a world-class support function at scale.

Expect a dynamic progression plan tailored to your ambitions. Shape team culture, influence cross-functional operations, and play a critical role in customer satisfaction and platform reliability.

Human-First Flexibility: We treat you as humans first. Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future.