Director of Technical Support - Newport News Virginia

Company: VirtualVocations
Location: Newport News, Virginia
Posted On: 11/19/2024

A company is looking for a Director of Technical Support to lead and transform their global support team.



Key Responsibilities

Lead and transform the support organization to build a scalable, high-performance model
Provide hands-on leadership and mentorship to frontline and backline support engineers
Establish and track performance metrics to ensure customer satisfaction and service delivery


Required Qualifications

7+ years of experience leading a technical support team in a SaaS environment
Strong technical knowledge in IT operations, systems management, or cybersecurity solutions
Experience in offshoring or managing outsourced frontline support resources
Proven ability to collaborate across departments to align goals and enhance customer support
Experience with customer support tools like Zendesk or Gainsight is preferred More...

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