Roderick Shireman-Jones
Denver,CO
Summary
Accomplished technical support and operations leader with 18 years driving operational excellence, cloud-based enterprise support, and team performance improvements. Proven track record leading global teams, optimizing support workflows, and delivering high customer satisfaction in fast-paced SaaS environments.
Overview
18
18
years of professional experience
Work History
Cloud Enterprise Support Manager JSM
Atlassian
01.2023 - 01.2025
- Directed a team of 8 direct and 12 indirect Senior Support Engineers (SSEs), managing full employee lifecycle from recruitment and onboarding to scheduling and conducting performance reviews to build a high-performing technical support organization.
- Monitored key metrics such as CSAT, NPS, IRT, BRT and TTR including queue health, breach patterns, and individual performance, analyzing customer service data to create detailed reports monthly, identify trends, and ensure consistent delivery of high-quality service.
- Cultivated a culture of continuous learning by coaching employees through complex issues, mentoring junior staff for career progression, and managed training of the entire team to meet the demands of enterprise customer ITSM & ITOM requirements.
- Hiring and performance managed 5 SSE's on the team to optimize the team performance and headcount efficiency need for a growing customer base.
Head of Technical Support & Onboarding
GoContractor
01.2021 - 01.2023
- Directed a global technical support department with a team of eight engineers across the United States and Ireland, overseeing all strategic operations including headcount, performance reviews, and reporting on key business metrics.
- Spearheaded the development and launch of a new, customer-facing Help Center, authoring over 100 knowledge base articles which successfully reduced inbound support requests by over 40% due to deflections to help content.
- Led the end-to-end implementation and administration of the Zendesk support suite, optimizing all support-related tools and workflows to enhance team efficiency and service delivery. Providing a improved support experience for over one thousand customers.
Sr. Manager of Production Support
Verifi
01.2019 - 01.2021
- Established the team operation workflow and reporting effectiveness through strategic review of historical incidents to respond to production support inquiries and map out needed documentation and resources for improved resolution times. Working with a lean team to map out efficient best practices to cut overhead costs.
- Enhanced defect tracking and resolution timelines to establish an effective Tier 2 escalation path for all non-technical teams. Improving resolution times 200% YTD, decreasing defects each quarter by 25% by establishing root cause analysis (RCA) best practices, and decreasing revenue lost to clients and company by over $100k YTD.
- Utilized MySQL, CRMs, Splunk, Datadog and Jira to triage and resolve escalated incidents and effect claims. Resolving performance, data integrity, and real-time incidents through efficient utilization of these tools.
Sr. Manager of Technical Support
Wiredrive/Shift
01.2015 - 01.2019
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members. Resulting 10 critical improvements to the product impacting CSAT by 30%.
- Tracked KPIs such as CSAT, NPS, IRT, BRT, TTR.
- Enhanced customer satisfaction by 15% by addressing technical issues and providing timely resolutions.
- Mentored three junior support staff, fostering a culture of collaboration and learning within the team.
Technical Support Team Manager
Magento
01.2010 - 01.2014
- Provided Tier 1/2 Technical Support for significant Fortune 500 companies and utilized eCommerce workflows and usability requirements for everyday ad hoc and B2B requirements.
Srgt. Operations and Logistics
United States Army
10.2004 - 10.2012
- Trained and certified in logistics operations with specializations in Information Security, Fuel Handling, and Hazardous Materials, served in numerous duty stations both domestic and abroad during eight-year tenure.
Education
Master of Science - Business Management
California Coast University - Distance Learning
Santa Ana, CA01-2016
Bachelor of Science - Information Technology Networking
Walden University - Distance Learning
Minneapolis, MN01-2014
Skills
- Cloud-based software experience
- Technical support expertise
- Teamwork and collaboration
- Problem-solving
- Staff management
- Key performance indicator
- Training and mentoring
- Team development
- Performance management
- Customer service expertise
- Project management
- Work Planning and Prioritization
- Conflict management
- SOP development
- Stakeholder management
- Budget management
- Corrective actions
- Industry expertise
- HR collaboration
- Business process support
- Team building
- Administration and reporting
- Goal setting
- Data analysis
- Continuous improvement
- Technical support
- Regulatory compliance
- Quality assurance
- Support services
- Customer service understanding
- Leading team meetings
- Document management
- Performance evaluations
- Decisive Decision-making
- Policy development
- Employee development
- Cross-functional collaboration
- Staff training
- Documentation skills
- Meeting coordination
- Verbal and written communication
- Hiring and training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
ComTIA A+, Linkedin Learning: Jira Service Management Fundamentals Badge, Atlassian Introduction to ITSM, Military: United States Army Commendation Medal (Army), Good Conduct Medal (Army), Service Ribbon, Oversea Service Ribbon, Armed Force Reserve Medal w/Device, National Defense Service Medal, Global War on Terrorism Medal, Iraq Campaign Medal.
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Company CulturePersonal development programsHealthcare benefits401k matchPaid sick leaveTeam Building / Company RetreatsStock Options / Equity / Profit SharingCareer advancementWork-life balanceTimeline
Cloud Enterprise Support Manager JSM
Atlassian
01.2023 - 01.2025
Head of Technical Support & Onboarding
GoContractor
01.2021 - 01.2023
Sr. Manager of Production Support
Verifi
01.2019 - 01.2021
Sr. Manager of Technical Support
Wiredrive/Shift
01.2015 - 01.2019
Technical Support Team Manager
Magento
01.2010 - 01.2014
Srgt. Operations and Logistics
United States Army
10.2004 - 10.2012
Master of Science - Business Management
California Coast University - Distance Learning
Bachelor of Science - Information Technology Networking
Walden University - Distance Learning
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