Director of support services
Ciel HR View all jobs
- Andhra Pradesh
- Permanent
- Full-time
- Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets.
- Demonstrate a consistent commitment to customer experience through effective ticket resolution.
- Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
- Predict and proactively anticipate customer needs.
- Work with internal teams to ensure complex and/or escalated issues are resolved.
- Proactively seek out customer feedback and insights, providing recommendations to the leadership team.
- Build productive relationships built on trust, patience, and results with internal staff & customers.
- Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
- Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
- Coordinates and schedules large-scale software and hardware releases.
- Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed.
- Set a clear team schedule, goals, and expectations.
- Manage timesheets, time-off requests, and capacity of the team.
- Delegate tasks and set deadlines.
- Conduct One-On-Ones
- Utilize our ticketing platform to manage team performance and report on metrics.
- Perform regular ticket audits to recognize success and identify opportunities for improvement.
- Participate in the interview process to vet qualified team members.
- Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
- Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
- Ability to make critical decisions while following company procedures.
- Ability to accept responsibility and account for own actions.
- Display original thinking and creativity.
- Develop innovative approaches and ideas and generate suggestions for improving work.
- Review outcomes to promote successful behaviors and provide feedback opportunities for growth.
- Identify team member development needs and coach accordingly.
- Provide new hire training and participate in 90 Day Introductory Evaluations.
- Recognize high performance and reward accomplishments.
- Remote desktop support
- Desktop applications
- Enterprise level network architecture
- Complex LAN/WAN environments
- VPN technologies (L2TP, IPsec, OpenVPN, etc.)
- Network security (Cisco, SonicWall, Cradlepoint, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Various operating systems (Linux, MacOS, Windows)
- Security protocols (HTTPS, TLS/SSL, AES, etc.)
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- Networking and configurations (Switching, routing, firewalls, etc.)
- Web technologies (XML, HTML, CSS)
- Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
- Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
- 8+ years’ experience in a technical support, helpdesk, or network support management.
- 3+ years’ working for a technology service provider, security vendor, or similar business.
- 2+ years’ experience managing staff of more than 50 people.
- Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
- Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.