Support Operations Systems Lead
Skills
Airline TicketingAmdocs CRMContinuous ImprovementDashboardsEngineeringIT EscalationLabels
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in support operations systems operations or technical program management
- Comfort working with ticketing platforms routing workflows queue configuration labels taxonomies dashboards Slack workflows and internal tools
- Technical ability to investigate system issues read configuration or code and partner with engineers
- Strong triage and prioritization skills for ambiguous or conflicting issues
- Ability to own work end to end and measure outcomes
- Comfort pushing back thoughtfully while maintaining trust
- Bias toward action clarity and continuous improvement
Nice to have
- Truth-seeking
- Passionate
- Creative
- Hands-on
- Analytical
- Collaborative
Day to day
- Own the daily health of support systems, including ticketing workflows, routing logic, queues, labels, taxonomy, and escalations.
- Triage urgent operational issues quickly and calmly when system behavior, workforce distribution, or SLA risk looks off.
- Drive small technical and operational programs end to end, from discovery and scoping through rollout, documentation, and success metrics.