Director, Support Operations
Job Summary
Job Description
9 skills required
Job Details
We are looking for an experienced Director Support Operations to oversee and lead the global night shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy. The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals.
WHAT YOU WILL BE DOING
- Strategic Leadership: Define and implement highly available, responsive, and scalable technical support services.
- Operational Excellence: Oversee night shift operations, ensuring staffing, shift planning, and resource allocation meet customer demand and service level agreements (SLAs).
- Customer Satisfaction: Drive efforts to improve customer experience, focusing on response times, resolution times, and customer satisfaction metrics. Ensure the highest levels of service for escalated issues.
- Collaboration with Cross-Functional Teams: Partner with engineering, product, and customer success teams to address complex technical issues and improve overall product quality. Influence cross-functional decision-making to enhance the customer experience.
- Metrics & Reporting: Define, track, and analyze key performance indicators (KPIs) to monitor and report on support performance. Identify trends and opportunities for improvement.
- Continuous Improvement: Lead initiatives to optimize support processes, reduce resolution times, and improve knowledge sharing across global teams. Focus on efficiency, automation, and the use of tools to streamline operations.
- Risk Management: Identify and mitigate risks within the support function, proactively addressing potential issues before they impact customer operations.
- Stakeholder Engagement: Work closely with senior leadership, including C-level executives, to provide insights into support operations, present strategies, and advocate for necessary resources to achieve organizational goals.
WHAT YOU BRING
- Experience:
- 12-15 years of experience in technical support, with at least 5 years in a senior management or director-level role.
- Proven track record of leading large, global technical support teams in a 24x7 enterprise environment.
- Strong knowledge of IAM/IGA technologies (AD, LDAP, SAP, SQL databases, ServiceNow) and experience supporting complex, cloud-based enterprise solutions.
- Strategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectives.
- Customer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processes.
- Collaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment.
- Analytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvements.
- Communication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership.
- Adaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support function.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. A Master’s degree or MBA is a plus.
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