Job Description
Support Manager at Bentley Systems summary:
The Support Manager at Bentley Systems leads a product support team by managing day-to-day operations, coaching employees, and implementing policies to ensure service excellence. They oversee performance evaluations, budget preparation, and coordination of cross-functional initiatives while aligning service level objectives. The role requires strong leadership, technical knowledge in IT and engineering support, and experience in global team collaboration.
Support Manager Location: Hybrid or Home-based, US (ET or CT preferred)
Position Summary: Bentley Systems is seeking a talented individual to join our Product Support team as a Support Manager.
The Support Manager oversees employees and supervises the implementation of initiatives. Responsibilities include managing day-to-day operations, implementing processes and policies, delegating tasks, and supporting, coaching, and evaluating direct reports. Additional tasks include, but are not limited to, compensation review, budget preparation, performance and skills assessment, and resource verification.
Responsibilities: - Model company behavior and values
- Oversee employee performance
- Hire and train new staff
- Support and coach existing employees
- Monitor performance and conduct evaluations
- Set individual and team goals
- Review expenses and budgets
- Conduct team meetings
- Advocate for product improvements
- Plan upcoming goals and initiatives
- Ensure clarity and adherence to priorities and goals
- Aligning SLOs and SLAs across teams
- Convert team goals into functional and individual goals
Communication & Collaboration: - Present information to leadership clearly and concisely
- Collaborate across functions for shared goals
- Communicate goal results and key performance indicators
- Coach and develop team members
- Support cross-functional efforts and model collaboration behaviors
- This is a full-time role expected to work 40 hours per week, hybrid or home-based in the US.
- Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
- This requires up to 5% travel for home-based colleagues.
Experience: - At least 8 years of experience in a technology career
- Higher-level degree or equivalent experience in Engineering, IT, or Support
- At least 3 years of experience as a Support Manager or equivalent role
- Customer service experience with strong leadership skills
- Competence with various tools, procedures, and technologies
- Experience with complex troubleshooting in a global team
Knowledge, Skills, & Abilities: - Familiarity with Windows Server Environments and relational databases
- Understanding of networking, including TCP/IP and Windows Active Directory
- Experience with ITIL service management concepts (certification is a plus)
- Understanding of web technologies, including Microsoft IIS and SharePoint
- Accountability for key metrics such as service level, user experience, and team utilization
- Experience in escalation and stakeholder management
- Knowledge of industry standards
- Excellent written and verbal communication skills
- Ability to diffuse tense customer situations
- Strategic planning skills
- Strong customer orientation interpersonal and presentation skills
- Adaptability to changes
- Desire for process improvement
- Critical thinking, time management, and prioritization
- Strengths-based coaching
- Project management experience
- Ability to balance and plan short-term actions
Pluses: - Understanding of electronic document management, an emphasis on engineering design
- Experience managing ProjectWise or similar systems
- Configuration experience with MicroStation workspaces and/or AutoCAD profiles
- Six Sigma, Lean, PMP Certification
What We Offer: - A great Team and culture - please see our Recruitment Video.
- An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
- Competitive Salary and benefits.
- The opportunity to work within a global and diversely international team.
- A supportive and collaborative environment.
- Colleague Recognition Awards.
About Bentley Systems Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. Opportunity Employer:
Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.
Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination
Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice
Request an Accommodation: As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling or sending us an email at
#LI-Remote
#LI-hybrid
Keywords:
support management, team leadership, technical support, IT service management, customer service, performance evaluation, process improvement, cross-functional collaboration, budget management, engineering software support
Job Tags
Full time, Temporary work, Remote work, Worldwide,