Director of Support Services

Responsibilities:

• Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets.
• Demonstrate a consistent commitment to customer experience through effective ticket resolution.
• Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
• Predict and proactively anticipate customer needs.
• Work with internal teams to ensure complex and/or escalated issues are resolved.
• Proactively seek out customer feedback and insights, providing recommendations to the leadership team.
• Build productive relationships built on trust, patience, and results with internal staff & customers.
• Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
• Seek to overcome challenges and accept failure as an opportunity for improvement.
• Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
• Coordinates and schedules large-scale software and hardware releases.
• Provide data and reporting of KPIs and trends to Management in ad-hoc, weekly, monthly and as needed.

Support Team Leadership

• Set a clear team schedule, goals, and expectations.
• Manage timesheets, time-off requests, and capacity of the team.
• Delegate tasks and set deadlines.

• Role & responsibilities

Technical Process

In order to effectively lead and coach your Support Team, the following technical skills and experiences are voluntary but will assist in your success. The technology across our platform vary but are concentrated on hardware, software, and networking topics including. For example:

• Remote desktop support
• Desktop applications
• Enterprise level network architecture
• Complex LAN/WAN environments
• VPN technologies (L2TP, IPsec, OpenVPN, etc.)
• Network security (Cisco, SonicWall, Cradlepoint, etc.)
• Virtualization technologies (VMWare, Hyper-V, etc.)
• Various operating systems (Linux, MacOS, Windows)
• Security protocols (HTTPS, TLS/SSL, AES, etc.)
• Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
• Networking and configurations (Switching, routing, firewalls, etc.)
• Web technologies (XML, HTML, CSS)
• Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
• Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
  

Preferred candidate profile

Education & Experience:

• 8+ years experience in a technical support, helpdesk, or network support management.
• 3+ years’ working for a technology service provider, security vendor, or similar business.
• 2+ years’ experience managing staff of more than 50 people.
• Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.

Perks and benefits