Director of Technical Support

Job Summary: The Director Technical Support will oversee the tech support functions for all North American customers. This leadership role is critical for ensuring efficient and effective resolution of service interruptions as well as proactive intervention to prevent service interruptions, with a strong emphasis on ITIL-aligned incident and problem management.

Key Responsibilities:

• Build and lead an enterprise-class service center to support FORTNA’s portfolio of customers across North America.
• Hold team members accountable for meeting established standards and performance metrics, ensuring that all service desk interactions adhere to company policies, processes and procedures.
• Provide strategic direction and leadership to the service center teams across North America, ensuring alignment with organizational goals and objectives.
• Oversee the implementation and management of ITIL-aligned incident and problem management processes to ensure timely and effective resolution of issues.
• Foster a customer-centric culture within the service desk teams, ensuring high levels of customer satisfaction through professional and efficient support.
• Continuously identify opportunities for improving service desk operations and implement best practices to enhance service delivery.
• Generate and analyze performance reports, providing insights and actionable recommendations to senior leadership.

Ensure all service desk personnel receive ongoing training and development to maintain a high level of technical expertise and customer service skills.

• Work closely with other functional and business units to ensure seamless integration of Tech Support services with other elements of the FORTNA team.

Qualifications:

• Minimum of 10 years of experience in IT or OT support, with at least 5 years in a leadership role. Experience managing geographically dispersed teams. ITIL certification and experience developing and implementing ITIL-compliant incident and problem management processes are a plus.

• Strong leadership and team management skills, excellent communication and customer service skills, and a solid understanding of ITIL processes. Demonstrated ability to grow and mature an organization by holding both individual contributors and other leaders accountable for performance targets and following processes.
• Familiarity with warehouse automation systems and technologies is a plus.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Industrial Engineering or a related field preferred
• Experience in the warehouse automation industry
• Proficiency in relevant software and tools

Working Conditions:

• This role involves evening and weekend work when required to support customer needs or address critical issues.

This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.

It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.