Director, Technical Support

Overview This role reports into the SVP Customer Support with a dotted line functional reporting to the site leader managing director India The Director of Technical Support drives and manages iCIMS world-wide customer support activities by adhering to world class standards and service levels Core duties include leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs Accountable for determining and implementing the strategy and driving optimization and quality improvement within the India team consisting of both full time and contract work force About Us When you join iCIMS you join the team helping global companies transform business and the world through the power of talent Our customers do amazing things design rocket ships create vaccines deliver consumer goods globally overnight with a smile As the Talent Cloud company we empower these organizations to attract engage hire and advance the right talent We re passionate about helping companies build a diverse winning workforce and about building our home team We re dedicated to fostering an inclusive purpose-driven and innovative work environment where everyone belongs Responsibilities Develop and grow a team of Technical Support Managers that oversee Support Engineers to deliver world class customer service Instill a Drive for Excellence throughout the team Measure the effectiveness of support Refine operational metrics for team in partnership with the global team Create cadence for review within team ensure management responsibilities are being fulfilled Expose subset of metrics to executive team and company Oversee support process flow and procedure compliance to ensure individual and team s efficient delivery of activities Identify and provide feedback through 1 1s effective use of personal development plans and provision of coaching development opportunities Foster and facilitate the professional growth engagement and development of team members Conduct weekly monthly reviews with Support leadership and present qualitative and quantitative data on business performance Conduct quarterly reviews with iCIMS executive leadership Drive continuous improvement in processes through innovation and automation and cutting-edge technology Develop a repository of knowledge out of the on-going work with customers and utilize that to enhance the quality speed and productivity of the team Drive customers to self-service first via the customer service portal and ensure skilled and empowered agents are providing support with more complex questions and requests Ensure support ticket queues are prioritized and delivered to improve efficiency and client satisfaction Partner with Engineering and Product Management to provide the voice of the customer identify the types of issues that generate the most Support contact volume and evolve the product to eliminate the highest support volume generators Provide input and feedback from a customer perspective to Product Management on solution features and functionality Qualifications 15 years of experience with at least 5 year experience managing a Support team through Metrics and SLAs Proven expertise with SaaS solutions and Cloud technologies Proven ability to provide guidance and coaching while empowering staff to perform their role Ability to manage influence through persuasion negotiation and consensus building Ability to interpret and analyze situations identify solutions and formulate recommendations for effective management Excellent verbal and written communication skills Excellent planning and organizational skills Excellent presentation skills and ability to motivate teams Expertise in MS Excel and PowerPoint Knowledge of HR Recruitment Software domain is a plus EEO Statement iCIMS is a place where everyone belongs We celebrate diversity and are committed to creating an inclusive environment for all employees Our approach helps us to build a winning team that represents a variety of backgrounds perspectives and abilities So regardless of how your diversity expresses itself you can find a home here at iCIMS We prohibit discrimination and harassment of any kind based on race color religion national origin sex including pregnancy sexual orientation gender identity gender expression age veteran status genetic information disability or other applicable legally protected characteristics If you d like to request an accommodation due to a disability please contact us at Compensation and Benefits Competitive health and wellness benefits include medical insurance employee and dependent family members personal accident and group term life insurance bonding and parental leave lifestyle spending account reimbursements wellness services offerings sick and casual emergency days paid holidays tuition reimbursement retirals PF - employer contribution and gratuity Benefits and eligibility may vary by location role and tenure Learn more here