Director, Technical Support (HID 2386)

Location: 
Remote North AmericaUSRemote
HID Global
2021-10-22
Job Type: 
Full-time
Functional Area: 
Customer Service
Job Level: 
Director

Become a Director of Technical Support in an Innovative High-Tech Security Company

Job ID: HID2386

Location: Remote, US

#Securing your Future!

HID Global seeks a seasoned technical support professional to lead our Software Technical Support team. The Director of Technical Support will lead the implementation of a multi-tiered technical Support team for HID’s software products. Our goal is to provide world-class technical support for our expanding portfolio of cloud and software-based products.

Successful candidates for this leadership role will possess strong operational expertise in the area of Technical Support including demonstrated experience managing teams that support both software and cloud-based offerings. The candidate should be able to display expert client management and advocacy skills and have a true passion for Customer Success and satisfaction.

What you will be doing

  • Act as a key advisor to execs and stakeholders on the development of overall support vision, strategy and long-term goals for the organization while collaborating with cross functional Technology and Business teams.
  • Identify and provide strategic and tactical challenges to the technical support team
  • Create relationships with key individuals across all departments to ensure buy in which will assure resolution of challenges and progress of initiatives
  • Take ownership of all team initiatives while leveraging resources within and outside the team to ensure progress is made against these initiatives
  • Optimize (and be accountable for) the short and long-term Support revenue and profitability.
  • Position the benefits and value of support services both internally and externally.
  • Build a culture where customer success and customer satisfaction are paramount.
  • Work closely with Engineering, Product and Quality teams on product issues to drive down Support contacts, gain customer satisfaction and manage customer issues and feedback.
  • Work with Sales, Marketing and Legal teams to ensure consistent, mutually beneficial contract language exists across the customer base.
  • Build and manage a 24/7/365 environment including in-call and escalation practices to provide efficient and timely support.
  • Manage the support team’s overall performance, providing sufficient capacity to deliver a successful customer experience while meeting internal operational objectives.
  • Develop and manage KPIs related to team performance, customer success, escalated accounts, potential escalations, SLAs and other important measurements; set team goals in alignment with Global Support objectives.
  • Ensure processes and practices conducted within the team are globally standardized and consistent.
  • Ensure that the Support team has the resources, tools, information, and processes necessary to deliver effective solutions to our customers.
  • Know and interact with individual team members to ensure success, understand available skill sets. Hire and/or train team to ensure proper skills are constantly present.
  • Manage team through demonstration of professionalism and leadership that is modeled across the department.

What we are looking for    

  • BS in Computer Science or related field. Candidates with equivalent education plus relevant work experience may also be considered.
  • At least 10 years of experience building and managing global support teams.
  • Ability to attract, hire and retain high-performing support professionals.
  • Ability to move quickly, driving business value and results.
  • Experience in effectively managing cross-functional teams and influencing key stakeholders.
  • Significant direct experience in developing, overseeing, measuring, and improving business processes.
  • Deep knowledge of metrics, reporting and analysis of key performance indicators (KPI) and service level targets and/or agreements (SLA) to achieve and sustain operational excellence.
  • Demonstrated experience with support of public and private cloud-based solutions as well as managed and data center hosted technologies.
  • Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
  • Familiar with operating systems, such as Windows, etc.
  • Strong budget & financial management acumen.
  • Ability to understand and escalate issues efficiently and appropriately.
  • Great mediation skills, ability to manage escalations and resolve conflicts.
  • Must have the ability to write articles, create presentations, etc. and be able to effectively present them to various customer and stakeholder audiences.

Why Should You Apply?

  • Flexibility
  • On-the-job training and development
  • Work as part of a global team

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

HID Global powers the trusted identities of the world’s people, places and things, allowing people to transact safely, work productively and travel freely. 

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees.  Visit www.hidglobal.com