Support Manager

The Support Manager is responsible for providing first-level support for the company’s internal tools, including issue triaging, troubleshooting, and user enablement. A key aspect of the role is managing access control for both internal and external users, ensuring that permission requests are handled efficiently and securely.

In addition, the role includes responsibility for executing regular housekeeping activities aligned with audit policies and compliance procedures, maintaining the integrity and security of systems. The Support Manager also oversees the global OnCall support rotation, ensuring reliable, around-the-clock coverage for critical systems.

This position follows a hybrid work arrangement (2 days per week in-office) and a shift schedule to support the Zurich time zone. The Support Manager may also be assigned a customer account, acting as the primary contact for all tools-related support, coordination, and escalation management.

Key Tasks:

• Provide first-level support for internal tools.
• Manage access control processes for internal and external users, including onboarding, offboarding, and permissions updates.
• Ensure timely resolution of support tickets and escalate issues as needed.
• Perform regular housekeeping tasks (e.g., user audits, cleanup of inactive accounts, permissions reviews) to comply with internal audit requirements.
• Oversee and schedule the company’s global OnCall rotation, ensuring continuous support coverage.
• Collaborate with IT, Security, and DevOps teams to maintain tool availability, performance, and compliance.
• Maintain and improve documentation, support guides, and user knowledge bases.
• May be assigned to manage a customer account and act as the primary contact for all tools-related support, coordination, and escalation management.