Director Of Support Services

Director of Support Services POSITION DETAILS Working Hours 5 00pm IST - 3 00am IST 9 hours shifts 5 days a week Team Management Breakdown 65 Team Management Development 30 Reporting Administration 5 Stakeholder management POSITION SUMMARY The Senior Manager of Support Services is responsible for supporting and empowering a team of Technical Support Agents across multiple groups to provide an excellent customer experience by troubleshooting and resolving customer issues In this role you are accountable for supervising your team and ensuring quality customer experience and accurate ticket resolution You will be empowered to leverage Pro-Vigil s ticketing platform and analytics platform to manage ticket assignment resolution metrics and will perform ticket audits to ensure efficient and effective customer resolution In addition to this role will be expected to identify team member development and training opportunities through direct and daily mentoring You will also serve as a key conduit of communication for other groups such as project management customer Success production and engineering ESSENTIAL FUNCTIONS 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 KPI s 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 Conduct One-On-Ones Utilize our ticketing platform to manage team performance and report on metrics Perform regular ticket audits to recognize success and identify opportunities for improvement Participate in the interview process to vet qualified team members Identify and resolve problems promptly Gather and analyze information and develop alternative solutions Listen to team members feedback and resolve issues or conflicts in a timely manner Ability to make critical decisions while following company procedures Ability to accept responsibility and account for own actions Display original thinking and creativity Develop innovative approaches and ideas and generate suggestions for improving work Review outcomes to promote successful behaviors and provide feedback opportunities for growth Identify team member development needs and coach accordingly Provide new hire training and participate in 90 Day Introductory Evaluations Recognize high performance and reward accomplishments Technical Prowess 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 SKILLS ABILITIES 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