NetSuite Service Desk Manager

ABOUT US
Elim Solutions Inc. is a dynamic and innovative company dedicated to providing comprehensive business solutions across a wide range of industries. With a strong focus on delivering tailored services, we specialize in IT consulting, software development, and strategic business consulting. Our team of experienced professionals is committed to helping businesses optimize operations, drive growth, and enhance efficiency through cutting-edge technology and insightful strategies. At Elim Solutions Inc., we pride ourselves on delivering results-driven solutions that align with the unique needs and goals of our clients.
At Elim Solutions Inc., we believe that our people are our greatest asset. Our mission is to provide innovative business solutions that help companies grow, optimize their operations, and thrive in an ever-evolving marketplace.
We are committed to fostering a culture of collaboration, innovation, and integrity. We work together, supporting one another to achieve collective success and embrace diverse perspectives and ideas. We encourage open communication, creativity, and continuous learning, offering our employees the opportunity to grow both professionally and personally. At Elim Solutions Inc., we value accountability, customer-centricity, and a strong sense of ownership over our work. We believe in creating an environment where everyone has the opportunity to make a real impact. Whether you're working with clients, developing new technologies, or improving internal processes, your contribution matters here.
If you're looking for a place to challenge yourself, work with passionate professionals, and grow in a supportive, inclusive environment, Elim Solutions Inc. could be the perfect fit for you.
Join us and help shape the future of business solutions!
ROLE OVERVIEW
Please note: Hands-on NetSuite experience is required for this position. Applications from candidates without NetSuite experience will not be considered.
The Service Desk Manager leads Elim Solutions' support function, covering support for our NetSuite SuiteApps and for client NetSuite environments. The role owns day-to-day service delivery, escalation management, and client communication, and gives the Head of Product clear, regular visibility into support performance through defined KPIs and reports.
This is a hands-on, player-coach role. Support representatives report directly to the Service Desk Manager, who is responsible for their performance, development, and daily workload. The Manager is also the team's technical guide for complex NetSuite and SuiteApp issues, and steps in to work tickets directly when needed, whether during peak volume, coverage gaps, or critical incidents. They run regular status calls with clients, learn new products quickly, and turn support data into feedback that improves both the service and the products.
The ideal candidate has supported NetSuite, has managed a support team before, can personally resolve difficult issues, and is comfortable being the face of support to clients and the voice of the client to Product.
KEY RESPONSIBILITIES
Service Desk Leadership & Operations
Lead the day-to-day operations of the Service Desk, covering both SuiteApp support and client NetSuite support.
Own daily queue management directly: triage, prioritization, assignment, and workload balancing across support representatives.
Work tickets directly when required, including during high-volume periods, staffing gaps, and time-sensitive or high-impact cases.
Define and maintain support processes, service standards, and escalation paths.
Ensure requests are resolved within agreed service levels.
Monitor queue health, including volume, aging, response and resolution times, and escalations.
Manage team coverage, including scheduling, time-off planning, and backup arrangements.
Maintain support procedures and knowledge articles, and keep them current.
Incident & Escalation Management
Act as the senior escalation point for high-impact, complex, or time-sensitive issues.
Personally investigate and troubleshoot critical and complex issues, and drive them to resolution or a clear handoff to Engineering.
Coordinate critical incidents with Engineering, Product, and Service Delivery.
Keep clients and internal stakeholders informed throughout significant incidents.
Lead root-cause analysis for recurring or high-impact issues and drive corrective and preventive actions.
Run post-incident reviews and confirm follow-up actions are completed.
Client Relationship & Service Management
Hold regular status calls with clients to review open issues, trends, and priorities, and keep them updated between calls.
Serve as a trusted senior contact for clients on support matters.
Proactively raise service trends, risks, and recurring issues with clients, along with recommended actions.
Manage client expectations during complex issues and service disruptions.
Understand each client's business processes so support is practical and relevant.
Support client retention through consistent, responsive service.
Continuous Improvement & NetSuite Optimization
Identify recurring issues that point to gaps in process, configuration, training, or product design.
Build and maintain a knowledge management framework that supports consistent resolution and reduces repeat tickets.
Turn solutions to complex issues into knowledge articles and troubleshooting guides the whole team can use.
Learn Elim's SuiteApp portfolio and the payment gateways and flows behind it, and build that knowledge across the team.
Stay current with NetSuite releases and flag potential impact on supported SuiteApps and client environments.
Use support data to identify opportunities for automation and efficiency.
Team Leadership & Development
Manage support representatives directly, including regular one-on-ones, performance reviews, and development planning.
Guide the team through complex support issues: help them diagnose problems, work through troubleshooting steps, and decide when and how to escalate.
Review tickets and responses for technical accuracy and client communication quality, and give constructive feedback.
Set clear expectations for service quality, accountability, and communication.
Onboard new team members and build their NetSuite and SuiteApp knowledge.
Identify skill gaps and support training and certification.
Promote knowledge sharing and cross-training across the team.
Contribute to hiring decisions for the support team.
Cross-Functional Collaboration
Work closely with Product, Engineering, Service Delivery, and Consulting to resolve issues and support client success.
Provide Product and Engineering with structured feedback on recurring defects, product limitations, and enhancement requests, supported by clear reproduction steps and evidence.
Partner with Service Delivery to hand clients smoothly from implementation into ongoing support.
Reporting & Performance Management
Establish and own the Service Desk KPI framework, working with the team to define, track, and improve the metrics.
Deliver a weekly operational scorecard and a monthly KPI report to the Head of Product.
Report on ticket volume, SLA attainment, response and resolution times, backlog and aging, escalation rate, reopen rate, and client satisfaction.
Report ticket mix (defect, configuration, how-to, enhancement) and recurring-issue trends by product and client, to inform product decisions.
Use the data to flag operational risks, resourcing needs, and training needs.
Leadership Responsibilities
Reports to the Head of Product and is accountable for Service Desk performance and client support health.
Manages all support representatives directly and is accountable for their performance, development, and engagement.
Leads by example, staying close enough to the work to resolve difficult issues personally and to coach others through them.
Sets performance standards and builds a culture of ownership, collaboration, and client focus.
Contributes to the ongoing improvement of Elim's support model and capabilities.
EDUCATION & CERTIFICATIONS
Bachelor's degree in Business, Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
NetSuite certification (SuiteFoundation, NetSuite Administrator, or NetSuite ERP Consultant) is strongly preferred.
EXPERIENCE
5+ years in NetSuite support, consulting, managed services, or application support, including hands-on support in post-go-live environments.
Recent, hands-on experience resolving complex NetSuite issues personally, not only managing others who do.
2+ years directly managing a support or service desk team, including performance management and coaching.
Demonstrated experience coaching others through complex technical troubleshooting.
Demonstrated experience managing client

Work arrangement
Yes