Bentley Systems

Bentley Systems

**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. This role oversees employees and supervises the implementation of strategic initiatives. You'll manage day-to-day operations, implement processes and policies, delegate tasks, and support, coach, and evaluate direct reports. Additional responsibilities include compensation review, budget preparation, performance and skills assessment, and resource verification. **Key Responsibilities:** • Model company behavior and values while overseeing employee performance • Hire, train, support, and coach team members • Monitor performance and conduct evaluations • Set individual and team goals and ensure adherence to priorities • Review expenses and budgets, conduct team meetings • Advocate for product improvements and plan upcoming initiatives • Align SLOs and SLAs across teams • Convert team goals into functional and individual objectives **Communication & Collaboration:** • Present information to leadership clearly and concisely • Collaborate across functions to achieve shared goals • Communicate goal results and key performance indicators • Coach and develop team members while supporting cross-functional efforts • Model collaborative behaviors throughout the organization **Position Details:** This full-time role requires 40 hours per week and involves computer-based work with occasional in-person collaboration and Microsoft Teams communication. Up to 5% travel required for home-based colleagues. **Required Experience:** • Minimum 8 years of technology career experience • Higher-level degree or equivalent experience in Engineering, IT, or Support • At least 3 years as a Support Manager or equivalent role • Strong customer service experience with proven leadership skills • Competence with various tools, procedures, and technologies • Experience with complex troubleshooting in global team environments **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 preferred) • Knowledge of web technologies, including Microsoft IIS and SharePoint • Accountability for key metrics: service level, user experience, and team utilization • Experience in escalation and stakeholder management • Excellent written and verbal communication skills • Ability to manage tense customer situations • Strategic planning, critical thinking, and time management skills • Strengths-based coaching and project management experience **Preferred Qualifications:** • Understanding of electronic document management with engineering design emphasis • Experience managing ProjectWise or similar systems • Configuration experience with MicroStation workspaces and/or AutoCAD profiles • Six Sigma, Lean, or PMP Certification **What We Offer:** • Exceptional team culture and collaborative environment • Exciting career with a world-leading software company serving architecture, engineering, and construction • Competitive salary and comprehensive benefits • Opportunity to work within a global, diverse international team • Supportive work environment with colleague recognition awards **About Bentley Systems** Infrastructure professionals worldwide rely on Bentley Systems software to design, build, and operate better, more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley partners with engineering firms and owner-operators globally, offering software spanning all engineering disciplines, industry sectors, and infrastructure lifecycle phases. Through digital twin solutions, we help infrastructure professionals unlock data value to transform project delivery and asset performance. **Equal Opportunity Employer** Bentley is an equal opportunity employer committed to providing reasonable accommodations to applicants with disabilities. We consider all qualified applicants 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.