Director of Support Services

Job Summary

The Director of Support Services is responsible for leading the technical support organization to deliver exceptional customer service and technical expertise for our medical imaging software solutions. This role drives strategic and operational excellence across the support function, ensuring optimal incident resolution, service delivery, and customer experience in a highly regulated healthcare environment. The Director oversees multi-tiered support operations, develops organizational capability, and champions continuous improvement aligned with service management best practices and healthcare compliance requirements.

Essential Duties and Responsibilities 

Strategic Leadership & Service Delivery Management: Provide strategic direction and operational oversight for the entire technical support organization, including Level 1 Customer Service Center and Level 2 Technical Support teams. Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to ensure consistent achievement of performance targets. Oversee incident management lifecycle from initial logging through resolution, ensuring proper categorization, prioritization, escalation, and closure. Drive optimization of ticket queues, workload distribution, and resource allocation to maximize response times and resolution rates. Maintain high standards of customer satisfaction through quality service delivery and proactive customer engagement. Develop and coordinate global support operations across offshore and onshore teams to ensure seamless 24x7 coverage. Develop and execute strategic initiatives to enhance service supportability and operational efficiency.

Organizational Development & Team Leadership: Build, develop, and retain high-performing technical support teams across multiple levels and geographic locations. Build the team to accommodate business growth, providing guidance on team development, performance management, and operational execution. Establish clear performance expectations, accountability frameworks, and development pathways for all support personnel. Lead talent acquisition strategies and oversee recruitment, onboarding, and integration of new team members. Foster a culture of accountability, continuous learning, service excellence, and customer advocacy. Design and implement comprehensive training programs to ensure team proficiency in software, troubleshooting methodologies, and healthcare industry requirements. Optimize staff scheduling and capacity planning to ensure adequate coverage across all support tiers, time zones, and on-call rotations.

Process Excellence & Quality Management: Design, implement, and maintain standardized processes for incident management, service request fulfillment, problem management, and knowledge management aligned with best practices. Develop and enforce standard operating procedures, quality assurance frameworks, and documentation standards. Establish quality monitoring programs including ticket reviews, call monitoring, and customer feedback analysis. Identify and implement process improvements, automation opportunities, and self-service capabilities to enhance operational efficiency. Ensure accurate and comprehensive knowledge base documentation of incidents, resolutions, known errors, and workarounds. Drive adoption of knowledge management practices to reduce recurring incidents and improve first-contact resolution rates.

Operational Excellence & Analytics: Establish performance dashboards and reporting frameworks to monitor support operations and drive data-informed decision making. Analyze support metrics, trends, and patterns to identify performance gaps, systemic issues, and improvement opportunities. Lead root cause analysis initiatives for recurring incidents and implement preventive measures to reduce incident volume. Collaborate with Product and Engineering to improve product supportability and with Sales and Professional Services to improve customer experience. Ensure compliance with healthcare industry regulations, organizational policies, security standards, and data privacy requirements.

Customer Relationship Management: Serve as executive escalation point for critical customer issues and high-priority incidents. Build strong relationships with key customers and stakeholders to understand needs and expectations. Develop customer communication strategies for major incidents, planned maintenance, and service improvements. Represent the voice of the customer in internal forums and contribute to product roadmap discussions.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above.  Other functions may be assigned and management retains the right to add or change duties at any time.

Requirements

Minimum Qualifications, Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or related field; or equivalent professional experience (minimum 7-10 years in IT support or healthcare technology)

• 7+ years of progressive experience in technical support, service delivery, or customer success operations

• 5+ years of experience managing technical support teams, including at least 3 years at a management or director level

• Experience leading multi-tiered support organizations (Level 1, Level 2, and escalation processes)

• Proven track record managing global support operations across multiple time zones and geographic locations

• Experience in healthcare technology, medical software, or regulated industries strongly preferred

• Deep understanding of ITSM best practices, frameworks (ITIL, etc.), and service management methodologies

• Strong knowledge of incident management, problem management, change management, and knowledge management processes

• Familiarity with medical imaging technologies, PACS, RIS, or healthcare IT systems preferred

• Understanding of healthcare compliance requirements including HIPAA, FDA regulations, and data security standards

• Experience managing offshore and onshore teams in follow-the-sun support models

• Demonstrated ability to build, scale, and transform high-performance support organizations

• Strong executive presence with ability to communicate effectively with C-level stakeholders

• Exceptional coaching, mentoring, and leadership development capabilities

• Proven ability to drive organizational change and cultural transformation

• Expert crisis management and escalation handling skills with composure under pressure

• Excellent verbal and written communication skills with ability to influence cross-functional teams

• Strong analytical and strategic thinking abilities with data-driven decision making

• Ability to manage competing priorities and lead multiple initiatives simultaneously in a fast-paced environment

• Customer-focused mindset with passion for service excellence and customer advocacy

Preferred Qualifications

• ITIL Foundation or ITIL Expert certification

• Experience with Jira Service Management, or similar enterprise ITSM platforms

• Deep knowledge of SaaS and cloud-based support delivery models

• Experience with AI-powered support tools, chatbots, and automation technologies

• Experience with customer health scoring, success metrics, and retention strategies

Success Profile

The ideal candidate is a strategic yet hands-on leader who excels at building and scaling support organizations in complex, regulated environments. You balance operational excellence with strategic vision, driving both immediate results and long-term capability development. You thrive on using data to uncover insights, making difficult decisions, and holding teams accountable to high standards while fostering engagement and professional growth. You bring deep empathy for customer challenges in healthcare settings and understand the critical nature of medical imaging software in patient care. You excel at cross-functional collaboration, influencing without authority, and translating customer needs into actionable improvements. You're equally comfortable reviewing ticket trends, coaching managers, presenting to executives, and de-escalating critical customer situations.

Physical Demands

This position often requires sitting for long periods of time, standing, walking, using hands and arms, handling office equipment, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software.

Working Environment

This is a remote position with occasional travel required (10-20%). The role may require extended hours and participation in after-hours on-call rotation to support critical escalations and 24x7 global support operations. Occasional presence at customer sites or company events may be required.

ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Salary Range:

$146K - $180K USD Annually