Director of Support Services

**Director of Support Services**

The **Director of Support Service** is responsible for leading and overseeing global service teams, ensuring outstanding service delivery, improving operational efficiency, and maintaining high client satisfaction across multiple regions. This role will work cross-functionally to align services with business objectives, drive continuous improvement, and contribute to long-term growth. The director will ensure that service performance meets or exceeds key objectives related to customer satisfaction, operational efficiency, employee productivity, and compliance.

**Responsibilities**:
**Leadership & Team Management**:

- Lead and mentor global service teams, fostering collaboration and alignment with the company’s goals.
- Ensure consistent and high-quality service delivery across all regions, meeting the **Service Delivery Objectives** (SD) related to customer satisfaction, operational efficiency, and SLA adherence.
- Develop and execute strategic plans for service delivery, client support, and operational excellence.
- Provide ongoing training and development opportunities, in line with the **Training & Coaching OKRs**, to ensure the global team is knowledgeable, well-prepared, and maintains high standards.

**Customer Satisfaction & Service Delivery**:

- Drive **Customer Satisfaction (CSAT)** to maintain scores of **95% or higher** each month and ensure a strong **First Contact Resolution (FCR)** rate, contributing to **SD Objective 1**.
- Oversee service KPIs and performance metrics, ensuring a **95%+ SLA adherence**and aiming to reduce **ticket resolution time** and **backlog**, as set in **SD Objective 2**.
- Manage escalations and resolve high-priority issues to maintain customer trust, ensuring client retention and satisfaction.

**Operational Efficiency & Automation**:

- Lead initiatives to implement process automation for common service-related issues, aiming to automate **5 ticket types** within the first year, as outlined in **SD Objective 2**.
- Focus on improving internal efficiencies, including reducing **ticket backlog by 20%**, improving agent productivity, and minimizing operational costs, to meet the OKRs tied to **operational efficiency**.

**Employee Productivity & Performance Management**:

- Ensure staff meet or exceed individual **productivity benchmarks**, with a focus on maintaining **CSE productivity** and **billable time** as per the **CSE Objectives**.
- Monitor improve agent **phone availability** and resolve any productivity gaps, supporting the achievement of **80% productivity** as stated in the **CSE Objective 1**.
- Implement a mentorship program, where senior staff mentor junior staff, and ensure **100% completion of yearly training** for all employees, as per **SD Objective 4** and **CSE Objective 2**.

**Employee Training & Readiness**:

- Ensure **100% completion of yearly training** for staff, and reduce the time to full productivity for new hires by **30%** through improved onboarding processes (aligned with **SD Objective 4**).
- Conduct monthly knowledge exams, and ensure a **85% pass rate**, in line with the **SD Objective 4**.
- Implement career progression frameworks, increasing internal promotions by **60%**, as outlined in **CSE Objective 2**.

**Client Service Improvement & Cost Savings**:

- Ensure that **90% of onsite visits are resolved on the first visit**, and reduce **CSE travel expenses by 15%**, contributing to **CSE Objective 3**.
- Create and implement processes for **client transitions** and proactive site assessments, aiming for **80% client assessment completion** as part of **CSE Objective 3**.
- Implement a preventative maintenance plan to reduce hardware failures by **20%**, contributing to cost savings and improving service reliability (aligned with **CSE Objective 3**).

**Governance, Risk, and Compliance (GRC)**:

- Ensure **100% adherence to security protocols**, including badge access and equipment tracking, and conduct **quarterly security audits** at client sites as part of **CSE Objective 4**.
- Maintain strict adherence to **compliance standards**, including client-specific security needs and internal governance.

**Qualifications**:

- Bachelor’s degree in Computer Science or related field study, or equivalent experience.
- 5+ years experience managing a team of technicians, and network maintenance and user technical support; strong workstation and network troubleshooting skills.
- 10+ years of professional IT experience.
- Knowledge of business and Management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
- Knowledge of equipment, production processes, quality control, and other techniques for maximizing efficiency.
- Excellent written and verbal communication skills.
- Able to persuade and passionately communicate with excellent public speaking skills.
- Able to communicate with technical and non-te