Director Of Support Services

Director of Support Services

The Director of Support Service is responsible for leading and overseeing global service teams, ensuring outstanding service delivery, improving operational efficiency, and maintaining high client satisfaction across multiple regions. This role will work cross-functionally to align services with business objectives, drive continuous improvement, and contribute to long-term growth. The director will ensure that service performance meets or exceeds key objectives related to customer satisfaction, operational efficiency, employee productivity, and compliance.

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.
• 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.