We are looking for an experienced Director Support Operations to oversee and lead the global night shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy. The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals.
WHAT YOU WILL BE DOING
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Strategic Leadership: Define and implement highly available, responsive, and scalable technical support services.
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Operational Excellence: Oversee night shift operations, ensuring staffing, shift planning, and resource allocation meet customer demand and service level agreements (SLAs).
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Customer Satisfaction: Drive efforts to improve customer experience, focusing on response times, resolution times, and customer satisfaction metrics. Ensure the highest levels of service for escalated issues.
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Collaboration with Cross-Functional Teams: Partner with engineering, product, and customer success teams to address complex technical issues and improve overall product quality. Influence cross-functional decision-making to enhance the customer experience.
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Metrics & Reporting: Define, track, and analyze key performance indicators (KPIs) to monitor and report on support performance. Identify trends and opportunities for improvement.
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Continuous Improvement: Lead initiatives to optimize support processes, reduce resolution times, and improve knowledge sharing across global teams. Focus on efficiency, automation, and the use of tools to streamline operations.
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Risk Management: Identify and mitigate risks within the support function, proactively addressing potential issues before they impact customer operations.
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Stakeholder Engagement: Work closely with senior leadership, including C-level executives, to provide insights into support operations, present strategies, and advocate for necessary resources to achieve organizational goals.
WHAT YOU BRING
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Experience:
- 12-15 years of experience in technical support, with at least 5 years in a senior management or director-level role.
- Proven track record of leading large, global technical support teams in a 24x7 enterprise environment.
- Strong knowledge of IAM/IGA technologies (AD, LDAP, SAP, SQL databases, ServiceNow) and experience supporting complex, cloud-based enterprise solutions.
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Strategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectives.
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Customer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processes.
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Collaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment.
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Analytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvements.
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Communication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership.
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Adaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support function.
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Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. A Master’s degree or MBA is a plus.
