Senior Manager, Business Systems Support
About Mimecast
Mimecast is a leading cybersecurity company that helps organizations protect their people, data, and communications. With over 42,000 customers worldwide, Mimecast has a long history of excellence in Data Archiving and eDiscovery and is recognised as a Leader in the Gartner Magic Quadrant for Digital Communications Governance and Archiving Solutions.
We are pioneers in Human Risk Management, recognizing that people are both an organization's greatest asset and its most significant security vulnerability. Our platform addresses the human element of cybersecurity through advanced threat detection, awareness training, Incydr risk management, and data governance. Our Governance, Compliance & Insight products play a critical role in this mission, ensuring that communications data is archived, discoverable, and compliant, enabling organizations to manage the risk that stems from human actions.
AI-First Engineering at Mimecast
Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering, from code development to testing, documentation, and operations. We're looking for leaders who don't just use AI tools but champion their adoption and establish new ways of working.
Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers, and we're recognized as "Agents of Change" in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide.
Overview of Position
As the Senior Manager, Business Systems Support, you will join a passionate and talented team in an innovative IT company. Reporting to the Senior Director – Digital Transformation, this position will be responsible for owning a high performing Business Systems Support organization to support the rapid growth of Mimecast.
Key Responsibilities
- Enhance, improve, introduce a support process focusing on Customer, Prospect, Partner, and Employee User Experience and Effort.
- Develop policies and processes in support of departmental objectives.
- Deliver high quality support services focusing on customer service, user experience, lowering user effort, and Root Cause Analysis leading to ticket deflection and a high quality self service environment that reduces the need for support.
- Leverage existing and potentially new technology to deliver a best in class Operational Business Systems experience to various user communities.
- Partner with various DTO Leaders and Business Unit Sponsors to optimize adoption, usability, and advocate for reduction of technology debt for a lower total cost of ownership of IT assets.
- Operational Stability – Responsible for maintaining the quality and stability of the business systems technology platforms.
- Facilitate work prioritization based on business and technology needs.
- Establish and govern SLA-based incident and problem management standards, escalation paths, and resolution practices that ensure timely, high-quality outcomes for business users.
- Execute on the support business systems strategy for the organization while developing and achieving technical support objectives and goals to support the organizational vision.
- Develop reporting capabilities with our IT teams to track and publish critical metrics while developing and ensuring targeted service and performance standards are achieved or exceeded creating a mindset of continual improvement and excellence in support.
- Create resource planning models that anticipate Mimecast growth and put the appropriate staffing plans in place to meet the business needs.
- Own the delivery of functional support across the enterprise business systems estate – including Salesforce, NetSuite, Boomi integrations, Partner Portal, and CPQ / Quote-to-Cash – ensuring consistent service quality across Sales, Finance, Customer Experience, Partner Operations, and Go-To-Market teams.
- Oversee the creation and upkeep of SOPs, knowledge articles, and support documentation that power a high-quality self-service environment and reduce repeat demand on the team.
- Coach the team to their full potential.
Essential Skills and Experience
- 10+ years of successful experience in a technical leadership role with 5 or more years of experience in a supervisory capacity required.
- Demonstrated progressive leadership/management experience required.
- BA or BS Degree in Computer Science, Computer Engineering or related discipline with an IT focus or equivalent experience preferred.
- Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities.
- “Can do” positive attitude coupled with a sense of operational urgency.
- Love of learning and a continuous improvement mindset – proven track record of developing and refining processes to meet the team goals.
- Excellent written and verbal communication – Strong competency in expressing complex issues in a clear and concise manner, the ability to drive a message designed to compel thinking and action.
- Team/People management – Demonstrate a proven track record of developing talent as well as building and cultivating winning teams. Experience with performance management, compensation planning and the ability to effectively manage a geographically diverse team.
- Owns the outcome for the team.
- Experience in incident management, problem management and process improvement.
- Familiarity with enterprise ticketing and IT service management platforms (e.g. Zendesk, ServiceNow, Jira) and the metrics and SLA frameworks that underpin them.
- Business systems experience – Developing, implementing, and improving service ticket systems, field service scheduling, and work order modules.
- Ability to understand the business criticality of various applications as they relate to complex business processes.
- Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to partner/interact and influence individuals at all technical and organizational levels.
- Experience leading support for a Salesforce-centric enterprise application landscape, with working knowledge of connected platforms such as NetSuite, Boomi integrations, Partner Portal, and CPQ / Quote-to-Cash.
- In addition to strong technical and analytical background, the position requires the ability to build and leverage client relationships, and provide innovative thought leadership.
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Belonging at Mimecast
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
