Director, Technology Support Services

The Director, Technology Support Services oversees daily Technology support operations, ensuring efficient issue resolution and high-quality user support. This role manages a team, handles escalations, maintains service levels, and improves processes for better efficiency. Responsibilities include technical troubleshooting, knowledge management, vendor coordination, and cross-department collaboration. Strong leadership, technical expertise, and problem-solving skills are essential to drive continuous improvement and support business needs.

Responsibilities

• Lead and supervise the Service Desk team, ensuring effective operations and staff development.
• Manage incident and request handling, prioritizing and resolving issues efficiently.
• Monitor service levels and ensure compliance with established performance standards.
• Handle escalations and problem resolution, coordinating with appropriate teams as needed to bring issues to a timely resolution.
• Maintain user support and satisfaction through clear communication and efficient, timely issue resolution.
• Oversee knowledge management, including maintaining the Service Desk knowledge base.
• Manage vendor relationships and tool administration in support of Service Desk operations.
• Analyze performance metrics and generate reports to track efficiency and service quality.
• Plan and manage the Service Desk schedules, projects and resource allocation.
• Collaborate with other departments to address and resolve technical issues.
• Work with internal and external technical resources to support troubleshooting and process improvements.
• Facilitate technical onboarding and offboarding processes.
• Conduct recurring one-on-one meetings with Service Desk staff and perform annual employee reviews.
• Identify workflow inefficiencies and implement improvements for productivity.
• Determine best practices and remove roadblocks for the team.
• Provide direct technical support and serve as a resource for technology associates in troubleshooting.
• Deliver high-quality customer support through various channels, including phone, chat, service requests, and walk-ins.
• Ensure proactive issue resolution to prevent recurring technical problems.

Qualifications

• BS Degree will be preferred
• A minimum of 4 – 6 years of experience working in a managerial or director role overseeing a technology service team
• Leadership experience, including team supervision and performance management.
• Network, PC, Mac, Cloud troubleshooting background
• Experience in Service Desk operations, incident management, and technical support.
• Strong knowledge of software, hardware, and system integrations.
• Ability to manage and prioritize multiple support channels and requests.
• Experience in process improvement and workflow optimization.
• Excellent writing and communication skills for interacting with users, technical teams, and vendors.
• Ability to leverage available resources to identify and resolve issues.
• Flexibility to travel on an as-needed basis (a few times a year)

EOE M/F/D/V
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