Lead Support Manager
Budapest, Hungary
Support /
Full-time /
Hybrid
Supercharge is seeking a dynamic and experienced Lead Support Manager to head our multi-tiered support operations (L1, L2, L3) and elevate the operational excellence of our services. This individual will lead our Service Operations Managers and ensure smooth 24/7/365 operations, while also supporting commercial activities including RFP responses, onboarding of new clients, and expanding ongoing engagements. You will play a key leadership role, bridging technical support operations, client success, and business development.
Your day to day will include:
- Operational Leadership:
- Reporting directly into the Head of Operations on division KPIs, health status, and attention points/risks
- Leading, mentoring, and managing Service Operations Managers and support teams across L1, L2, and L3
- Overseeing daily operational performance, ensuring SLAs/KPIs are met, and managing incidents end-to-end
- Driving incident lifecycle ownership, including triage, containment, resolution, and post-mortem analysis
- Governing and optimizing access management, change controls, and escalation flows
- Driving continuous improvement across SOPs, incident response playbooks, and support tooling
- Delivering and reviewing monthly operational and security reports for internal and external stakeholders
- Ensuring all scheduled activities (bi-weekly, monthly, yearly) are completed in line with policy
- Taking responsibility for the profitability of the overall support portfolio and collaborating with commercial teams on improvements
- Client Communication & Relationship Management:
- Acting as a proactive communicator, identifying opportunities to improve client relationships
- Serving as the escalation point for high/critical incidents and client-facing issues
- Conducting occasional client communication training sessions for L1 agents
- Presenting incident reviews, monthly reports, and performance metrics to clients
- Sales and Commercial Support:
- Collaborating with the Sales team to provide operational insights during pre-sales engagements
- Contributing to proposals, Statements of Work (SoWs), and RFP responses with tailored support models and SLAs
- Providing pricing input for tender submissions based on defined support models and SLAs
- Defining and communicating support capabilities, onboarding processes, and platform readiness for new client rollouts
- Participating in scoping workshops and client presentations as the support operations SME
- Ensuring operational readiness for new client onboarding, including knowledge transfer, L1/L2 training, access setup, and alerting
What makes you thrive here:
- 5+ years in support/operations leadership roles within SaaS, platform or cloud environments
- Strong understanding of ITIL, incident management, access control, and DevOps escalation chains
- Experience managing 24/7 support organizations with L1-L3 separation
- Familiarity with tools like Jira, Zendesk, Grafana, AWS CloudWatch, Okta, and Git workflows
- Excellent stakeholder communication skills - able to speak confidently with engineers, business stakeholders, and clients
- Experience supporting sales teams in commercial engagements or working in client onboarding roles
- Ability to draft and present reports, metrics dashboards, and client-facing documentation
- Bonus Points:
- Experience in regulated industries (e.g., finance, energy, healthtech)
- Exposure to ISO27001, SOC2 or similar compliance environments
- Hands-on technical background in DevOps, SRE or security ops
- Experience delivering or managing hotfixes, hypercare, or platform cutovers
Why join Supercharge?
- To unleash your full potential, we’re here to help you grow every step of the way with exciting international projects, access to inspiring conferences, in-house soft skill trainings, and online courses. We’ll even support your English classes, and with our skill matrix, you’ll always have a clear path to learn.
- To feel your best, your wellbeing truly matters to us. That’s why we offer health coverage with Medicare, Life1 gym access to keep you moving, and extra sick days for those moments you just need a little rest. We celebrate milestones with a fully paid month off after five years, offer extra paternity leave for growing families, and provide support through our Employee Assistance Program.
- To have a blast, you’ll join a friendly team of 200+ people, all passionate about building amazing digital products. Whether it’s our Summercharge festival, a football match, quiz night, or just grabbing a drink with teammates, there’s always something to look forward to. And with our buddy system, you’ll feel part of the team from day one.
- To brighten your day, our dog-friendly office in the heart of Budapest is filled with good vibes, great coffee, tasty snacks (yes, including Túró Rudi!), and cozy corners to relax, connect, or have a little fun when you need a break. You’ll also have a yearly personal budget and a company library to keep your curiosity growing.
About our Budapest office
Budapest is where it all started for Supercharge - this is our headquarters and the beating heart of our company. We have local offices in several countries, but this is where the real magic happens. A buzzing, vibrant space filled with talented individuals dreaming up and delivering amazing products for our clients. This Office of the Year award-winning space is home to our legendary after-work events, and as located in the heart of the city, putting us just steps away from some of the best restaurants, cafes, and bars around.
