Director of Support Services

Position Details:

• Working Hours: 5:00pm IST - 3:00am IST (9-hour shifts, 5 days a week)
• Team Management Breakdown:
• 65 percent Team Management & Development
• 30% Reporting & Administration
• 5% Stakeholder Management

Position Summary:

The Director of Support Services is responsible for overseeing a team of Technical Support Agents, ensuring high-quality customer service and issue resolution. This role involves team supervision, ticket management, audits for efficiency, and fostering continuous development among team members. The Director will serve as a key point of communication between various internal departments such as project management, customer success, production, and engineering.

Essential Functions:

• Lead the daily technical support operations, overseeing ticket resolution.
• Ensure efficient ticket assignment, delegation, and escalation when necessary.
• Anticipate customer needs and proactively address challenges.
• Collaborate with internal teams for complex issue resolution.
• Gather customer feedback and provide insights to leadership.
• Establish strong relationships with customers and internal teams.
• Analyze problems and implement effective solutions.
• Manage software and hardware releases at scale.
• Provide regular KPI reports and trend analysis to management.

Support Team Leadership:

• Define team schedules, goals, and expectations.
• Oversee timesheets, leave requests, and capacity planning.
• Assign tasks and monitor deadlines.
• Conduct one-on-one meetings and performance evaluations.
• Use ticketing platforms to track team metrics and efficiency.
• Perform ticket audits to recognize strengths and identify areas for improvement.
• Participate in hiring processes and staff development initiatives.
• Resolve team conflicts and foster a productive work environment.
• Provide training, mentorship, and career growth opportunities for team members.
• Recognize and reward high performance within the team.

Technical Expertise (Recommended):

While not mandatory, knowledge in the following areas will be beneficial:

• Remote desktop support & desktop applications
• Networking (LAN/WAN, VPN, security protocols, routing, firewalls, etc.)
• Virtualization (VMWare, Hyper-V)
• Operating Systems (Linux, MacOS, Windows)
• Web technologies (HTML, CSS, XML)
• Cloud services (AWS, Azure)
• Ticketing systems (Zendesk, ServiceNOW, Remedy)

Skills & Experience:

• 15+ years in technical support/helpdesk/network support management.
• 5+ years working in a tech service provider, security vendor, or similar business.
• 5+ years managing teams of 50+ employees.
• Preferred certifications: CompTIA Linux+, Network+, CCNA (not required).
• Bachelor's degree preferred (or equivalent experience).