Director of Support Services

Responsibilities

Leadership & Team Management:
• Lead and mentor global service teams, fostering collaboration and alignment with the company’s goals.
• Ensure consistent and high-quality service delivery across all regions, meeting the Service Delivery Objectives (SD) related to customer satisfaction, operational efficiency, and SLA adherence.
• Develop and execute strategic plans for service delivery, client support, and operational excellence.
• Provide ongoing training and development opportunities, in line with the Training & Coaching OKRs, to ensure the global team is knowledgeable, well-prepared, and maintains high standards.


Customer Satisfaction & Service Delivery:
• Drive Customer Satisfaction (CSAT) to maintain scores of 95% or higher each month and ensure a strong First Contact Resolution (FCR) rate, contributing to SD Objective 1.
• Oversee service KPIs and performance metrics, ensuring a 95%+ SLA adherence and aiming to reduce ticket resolution time and backlog, as set in SD Objective 2.
• Manage escalations and resolve high-priority issues to maintain customer trust, ensuring client retention and satisfaction.


Operational Efficiency & Automation:
• Lead initiatives to implement process automation for common service-related issues, aiming to automate 5 ticket types within the first year, as outlined in SD Objective 2.
• Focus on improving internal efficiencies, including reducing ticket backlog by 20%, improving agent productivity, and minimizing operational costs, to meet the OKRs tied to operational efficiency.


Employee Productivity & Performance Management:
• Ensure staff meet or exceed individual productivity benchmarks, with a focus on maintaining CSE productivity and billable time as per the CSE Objectives.
• Monitor improve agent phone availability and resolve any productivity gaps, supporting the achievement of 80% productivity as stated in the CSE Objective 1.
• Implement a mentorship program, where senior staff mentor junior staff, and ensure 100% completion of yearly training for all employees, as per SD Objective 4 and CSE Objective 2.


Employee Training & Readiness:
• Ensure 100% completion of yearly training for staff, and reduce the time to full productivity for new hires by 30% through improved onboarding processes (aligned with SD Objective 4).
• Conduct monthly knowledge exams, and ensure a 85% pass rate, in line with the SD Objective 4.
• Implement career progression frameworks, increasing internal promotions by 60%, as outlined in CSE Objective 2.


Client Service Improvement & Cost Savings:
• Ensure that 90% of onsite visits are resolved on the first visit, and reduce CSE travel expenses by 15%, contributing to CSE Objective 3.
• Create and implement processes for client transitions and proactive site assessments, aiming for 80% client assessment completion as part of CSE Objective 3.
• Implement a preventative maintenance plan to reduce hardware failures by 20%, contributing to cost savings and improving service reliability (aligned with CSE Objective 3).


Governance, Risk, and Compliance (GRC):
• Ensure 100% adherence to security protocols, including badge access and equipment tracking, and conduct quarterly security audits at client sites as part of CSE Objective 4.
• Maintain strict adherence to compliance standards, including client-specific security needs and internal governance.

Qualifications

• Bachelor’s degree in Computer Science or related field study, or equivalent experience.
• 5+ years experience managing a team of technicians, and network maintenance and user technical support; strong workstation and network troubleshooting skills.
• 10+ years of professional IT experience.
• Knowledge of business and Management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
• Knowledge of equipment, production processes, quality control, and other techniques for maximizing efficiency.
• Excellent written and verbal communication skills.
• Able to persuade and passionately communicate with excellent public speaking skills.
• Able to communicate with technical and non-technical professionals both internally and externally, including VP and C-Level professionals in a clear and concise manner.
• Strong organizational, interpersonal and managerial skills.
• Strong workstation and network troubleshooting skills.
• Able to approach problems proactively and communicate solutions to technical and non-technical project shareholders including Management, direct reports, Clients and third-party vendors.
• Able to use logic and deductive reasoning in order to identify strengths and weaknesses of alternative solutions and approaches.
• Able to apply general rules to specific problems to produce answers that make sense.
• Excellent active listening skills and able to ask relevant questions in order to gather, document and communicate effectively with Direct Reports and Clients alike.
• Able to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Able to learn and perform all essential job functions accurately and safely.
• Auditory and visual abilities to observe and detect signs of emergency situations.
• Knowledge of the Facility and where all safely equipment and certifications are located.