Manager Technical Support

Why You Should Join STAEDEAN: Welcome to the vibrant community of STAEDEANs, where each member plays a vital role in transforming companies with intelligent solutions. At STAEDEAN, we embrace the spirit of innovation, collaboration, and excellence. Joining us means becoming part of a team that drives our vision to make a lasting impact with intuitive solutions. Here, we tackle challenges together, celebrate successes, and continuously push the boundaries to make a profound and sustainable impact on our customers, partners, and the world.About UsOur mission is simple: we want to help our customers solve complex business matters using easy digital solutions. We have passionate and technologically savvy people working here, we’re proud of the awards we have received, but the trust we get every day from our 2000+ customers means more than anything!Our growth and success are driven by the passion and dedication of everyone in the organization. We have expanded into an international team with offices in the Netherlands, India, and Italy, and a presence in the United States and Australia. Our motivated team members are the driving force behind our success.What You'll Do:We are looking for a Manager Technical Support, to lead the Care team that provides product support, licence distribution and service delivery management for STAEDEAN’s product portfolio to customers and partners. Owns daily service delivery and the people and develops the support operation continuously: the support model and its entitlements, a tiered support structure with named functional and technical support consultants, and an integrated, increasingly AI-assisted support platform. Single counterpart for Build, Services, Customer Success and Finance on everything in technical support after go-live.Service delivery: own intake, prioritisation and resolution across all product pillars; a named SDM on every high-priority case; weekly review of escalations, ageing and cases waiting for Build; a problem-management loop and an escalation path per product with Build.People and structure: run the management rhythm (weekly team meeting, bi-weekly 1:1s, reviews and goals); a primary and a backup for every product; build Level 1 triage and Level 2 technical ownership; staffing and hiring plan within budget.Steering by data: own the Care dashboard (SLA, ageing, closure, inflow and outflow, Build waiting time, cases per consultant) built on the data of the technical support platform; monthly report to management.Support model: operate the support model (Base and Premium tiers): entitlements correct in the support platform, Premium options delivered as sold, T&M kept explicit; give Sales and Customer Success the facts for renewals and Premium take-up. Selling stays with Sales and CSM.Platform and AI: own the technical support platform (ServiceNow or comparable: seats, configuration, partner, cost) and its integration with the development and CRM platforms; drive the AI-assisted support roadmap with IT and Data Science: knowledge base first, then agent assist, then self-service, with a person in control.Stakeholders and customers: management-level escalation point for customers and partners; agree priorities and capacity with Build and Services; represent Care in budget and planning.What You Need to Be Successful:Minimum 7+ years in enterprise software support or service delivery, of which 3+ years leading a distributed team across Europe and India.Has run a technical support platform (ServiceNow or comparable) in a support organisation and has led at least one support transition: new offering, new structure or platform change.Microsoft Dynamics 365 or comparable ERP ecosystem, ideally on the ISV side with partners as customers.Bachelor’s degree in technology, business or a related field, or equivalent experience; fluent English, Dutch an advantage.Support operations on ITIL lines: incident, problem, change and release management, and the Build interface that goes with them.KPI and dashboard steering: defines, reads and acts on SLA, ageing, closure and backlog data (Power BI or comparable, on the support platform’s data).Support contract and entitlement mechanics: Base and Premium tiers, SLAs, T&M, renewals in the licence subscription.Working knowledge of the Microsoft Dynamics 365 and Business Central landscape and of STAEDEAN’s product portfolio.AI-assisted support: knowledge management (KCS), agent assist and self-service, and what each need in data and governance.By joining STAEDEAN, you will:Customer Focus: keeps customers and partners at the centre of every priority call; turns case data and escalations into improvements they notice.Collaborates: builds one team across Amsterdam and Hyderabad and works as a peer with Build, Services, Customer Success and Finance instead of handing problems over.Drives Results: sets few, clear targets, measures them weekly and closes the loop; finishes improvements rather than starting new ones.Ensures Accountability: named owners and dates for every case, product and initiative; holds self and the team to them and escalates early with context.Directs Work: gives clear direction to a distributed team, balances the load, removes single-person dependencies and lets people own their products.Manages Complexity: decides with incomplete information across contracts, platform and people topics; keeps the model simple for customers and the team.