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# Support Operations Manager

- **Company:** Insight Global
- **Location:** Nashville, TN, United States
- **Experience:** Experienced
- **Salary:** $80,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, JIRA, Software as a Service, Zendesk
- **Published:** July 8, 2026
- **Apply:** https://jobs.insightglobal.com/jobs/find_a_job/tennessee/nashville/support-operations-manager/job-549322/

## About the Role

3+ years of experience managing or working within a technical support, help desk, or ticketing environment
Proven experience building or improving support processes
Comfortable working tickets directly while leading a team
Strong analytical skills with experience defining, tracking, and reporting on performance metrics
Experience managing, mentoring, or coaching employees
Excellent written and verbal communication skills
Ability to work independently and execute in a fast-paced environment

Nice to Have Skills & Experience

Experience in SaaS, software, technology, property management, or real estate industries
Familiarity with ticketing platforms such as Zendesk, Freshdesk, Jira Service Management, or similar tools
Experience partnering with engineering and product teams to resolve customer issues
Experience leveraging AI or automation tools within support operations

## Description

Support Operations Manager
Our client is a growing software technology company seeking a Support Operations Manager to own how support tickets get resolved: the process, the standards, and the results. This individual will build scalable support systems, define best practices for ticket management, and establish quality standards for issue resolution. This is a hands-on leadership role that requires directly handling tickets while supervising and coaching the support team.
Essential Job Functions

Own ticket resolution quality and standards across the support team
Design and manage the ticket pipeline, including intake, prioritization, categorization, and routing
Work tickets directly, including complex or escalated issues
Develop and implement processes that drive consistency and efficiency
Build and maintain a knowledge base for common issues and resolutions
Identify and implement AI-assisted tools to improve ticket resolution speed and quality
Track and report on key support metrics, including ticket volume, resolution time, and quality
Identify recurring issues and partner with internal teams to drive long-term solutions
Supervise, coach, and develop support team members
Partner with Engineering on technical escalations
Partner with Customer Success on client-sensitive communications
Partner with Product teams to identify trends and improvement opportunities surfaced through support tickets


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