Lansweeper

The Lansweeper Deepscan engine discovers any asset in your corporate network without installing any software on them.

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Support Operations Manager

Sorry, this job was removed at 6:08 p.m. (CST) on Saturday, July 15, 2023

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Job description
Lansweeper enables organizations to create a complete and accurate IT & OT asset inventory. Our customers range from small, medium to large and very large companies, and every day, more and more of those companies need Lansweeper to understand their IT estate for a variety of use cases. Therefore, over the past two years, we expanded our US Support Team with a group of talented Support Engineers.
Day in, day out, they assist customers with unique IT environments in which Lansweeper is used, varying from simple to very complex setups. We currently have five subject matter experts located in Austin and are looking to expand to eight colleagues by the end of 2023, creating an opening for a highly motivated & experienced leader to come in and help us.
A day in the life of a Support Operations Manager:

You hire, train & manage our Support Engineers in our Austin office
You set expectations, monitor them, and coach your team to the next level
You keep track of important workflows, resolve operational challenges, and put safeguards in place to prevent issues from arising
You challenge our support processes by sharing and implementing best practices to improve our customers' support experience
You help drive our ambition to focus on proactive support to ensure our readiness for continuous exponential growth
You define, implement and enforce new policies & procedures for existing and new (ly acquired) products
You help improve the setup of our existing support tools & set up new tools to ensure an efficient & high-quality service
You collaborate with our Sales, Marketing, Customer Success, Product & Development teams
You forecast future US Support (team) requirements by preparing an annual budget and execute on it
You stay up to date & implement the latest Customer Experience trends
You report to our Customer Support Director in Belgium and work closely together with our Belgian Support Operations Manager

Job requirements
I have (a)

4+ years of people management experience leading a technical team
4+ years of experience with supporting enterprise customers in IT-related matters
Knowledge of organizational effectiveness and operations management in a similar environment (Software/SAAS)
Analytical skills and the ability to adjust strategy and tactics to increase program effectiveness and ROI
Commercial mindset with a strong interest in IT, and I am familiar with business and financial principles
Strong sense of pride and ownership in team culture and results
Outstanding communication skills with excellent written and verbal English communication skills (CEFR C1)

Going for Gold?

IT/Software/SAAS Experience
Experience with CRM systems (Salesforce) and/or Customer Success tools
Proficiency in networks and protocols
Experience with Jira, Confluence & Office 365
Familiar with Lansweeper, Fing or Cloudockit

I am

A strategic thinker with natural leadership skills, who can manage people and any conflicts that might surface
A team player who can delegate the workload to meet deadlines or to optimize the day-to-day organization
Adaptable to any situation, allowing me to solve difficult problems that might require out-of-the-box thinking, and dares to make decisions
Easily able to communicate and report key information to colleagues and/or customers

US: Diversity Statement - Equal Employment Opportunity
It is Lansweeper's policy to provide equal employment opportunity to all applicants and employees. Lansweeper disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws.
Meet our Recruiter Alicia Spencer

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Ryan Beard

Enterprise Sales Manager

INVEST IN GROWTH

‘Trust is at The Core of Our Culture’

As a team leader, Beard is focused on understanding each member’s aspirations, and helping them make a plan to achieve them — providing training and support throughout. “I care deeply about each team member’s success, their deals, their lives outside of work and their accomplishments,” he told Built In. “Trust in leadership, colleagues and the company’s commitment is at the core of our culture.” To achieve this trust — and to achieve goals — he believes daily interactions are vital for team synergy, addressing obstacles and ongoing training, education and mentorship. “I make sure my door is always open.”

I strive to create an environment that’s safe, inclusive and exciting. I want our team members to be challenged and motivated, and I firmly believe that a touch of fun enhances our performance.

Alcourtney Smith

Account Manager

COLLABORATE TO WIN

A Focus on Collective Success and Growth

For Smith, working at Lansweeper is unlike anywhere else. “We’re fully committed to growing the company and creating a work culture that adds meaning and fulfillment to our everyday lives,” she said. “We don’t just work together — we genuinely care about each other’s achievements and collaborate whenever possible. I feel so proud and grateful to be part of this exceptional community where every voice and idea is valued.” Her team’s support allows Smith to maintain a healthy work-life balance, allowing her to pursue hobbies and interests and enjoy valuable quality time with her family. She explained, “Finding that perfect harmony keeps me happy while fueling my motivation and creativity!”

What makes working here absolutely amazing is the strong camaraderie we have, thanks to regular team-building activities and open communication.

Rachel Grant

Senior Program Manager, Business Applications

BE THE BRIDGE

Equipping the Business to Scale

On paper, Grant’s role is to integrate business applications to enhance the company’s infrastructure and processes, enabling it to rapidly scale. In real life, that work is just one part of the story, Grant said. “The magic happens with the seamless integration of processes across teams, departments and individual contributors. I function as the communications bridge between these two worlds while we fortify our foundation.” Currently, Grant is working on a data transformation project she’s excited about, as data is the backbone of the IT asset management company’s business. “Utilizing data to form keen insights on trends and behavior — and ultimately make predictions — is a real passion of mine,” she said.

Transforming the way we can view and analyze our data is going to inform business decisions at the next level and ultimately position our product to be the best IT asset intelligence in the world. It’s a very exciting time!