Knowledge Centered Support Manager

Job Summary

A company is looking for a Manager of Knowledge Centered Support.

Key Responsibilities:

• Lead the development and evolution of a Knowledge Centered Support model
• Develop and optimize knowledge articles and workflows for various troubleshooting areas
• Mentor and lead a team of knowledge management specialists, ensuring continuous improvement

Required Qualifications:

• 5-10 years of experience in a knowledge-centered support model
• Experience with Managed Service Providers (MSPs) and understanding of their support needs
• Familiarity with troubleshooting processes for SaaS platforms and related issues
• Strong background in mentoring and training support teams
• B.A./B.S. in a related field or equivalent work experience; KCS certification preferred