Contract: Global Technical Support Operations Lead (Interim)

Location: Ireland with hybrid on‑site time in Belfast

Duration: 3–6 months

Start: ASAP

My client is a fast‑scaling SaaS + hardware company in a phase of rapid global growth.

We are strengthening our technical support function to support increased demand across regions and time zones.

We’re looking for a hands‑on, interim Technical Support Operations leader to partner closely with our Head of Tech Support and help build the operating foundations for scale.

This is not a high‑level advisory role — we need someone who has actually done this before and can roll up their sleeves.

What You’ll Be Doing
• Partner directly with the Head of Tech Support to stand up scalable global support operations.

• Design and implement:.

• Shift patterns, rostering and on‑call rotations.

• SLA definition and tracking.

• Coverage models (moving from 16x5 toward 24x7).

• Help integrate AI‑assisted tooling into support workflows where appropriate.

• Build and tweak reporting dashboards, workflows, and pipelines (not just design them).

• Provide hands‑on mentoring to the existing support leadership and team.

• Spend meaningful time on‑site in Belfast during the early phase to embed with the team.

What We’re Looking For
• Previous experience running or scaling technical support operations across multiple regions or time zones.

• Background in SaaS, hardware‑SaaS, devices, or platform businesses.

• Strong operational skill set:.

• Scheduling & workforce planning.

• SLAs & escalation management.

• Support metrics & reporting.

• Comfortable balancing strategic thinking with hands‑on execution.

• Pragmatic, builder mindset — you improve systems by using them.

• Based in Ireland, either week on week off or a couple of days a week in Belfast.