• Lead and manage technical support programs, helping to organize and track work via sprints • Manage sprint goals and timelines, balancing scope, resources, and priorities to ensure timely product delivery • Facilitate requirement gathering and lead user story creation • Perform release management and create process to improve cross-team communication and visibility of upcoming releases • Collaborate with cross-functional teams to drive projects and enhancements • Effectively manage and balance the team’s workload comprised of conflicting priorities across day-to-day enhancement requests, defects, and projects • Learn how to use the supported software product(s) and see the product's capabilities as well as gaps in supporting business needs • Learn about the supported department’s business and workflows and efficiently apply that knowledge to software solutions • Provide regular reports and insights to senior management and the support teams to communicate progress and blockers • Identify opportunities for process improvements within supported teams and own follow-up where needed • Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction • Participate in technical reviews and approve changes to ensure deliverables meet expectations • Facilitate CAPA resolution and ensure SOP’s are maintained and followed • Engage with the vendor customer success teams to be informed about product updates and new releases and how they impact internal processes and support enablement