Job Description

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.