Support Operations Lead - Workforce Management, Incident & Quality

About the role

The Support Operations Lead is responsible for leading a team of Support Operations Analysts focused on quality and performance across MRI Software's global Support organization. This role provides both strategic direction and hands-on leadership to ensure consistent, scalable, and high-quality support delivery worldwide. The Lead partners closely with Support Leadership, Regional Managers, Enablement, and Systems teams to ensure operational readiness, performance transparency, and continuous improvement across all support delivery channels. The ideal candidate brings strong operational expertise, proven people leadership, and the ability to drive global alignment and measurable outcomes. From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you! MRI is proud to be an inclusive employer. We welco