Director of Support Services

Job not on LinkedIn

🔥 0 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Harris Computer is a company that provides mission-critical software solutions across various industries, including the public sector, healthcare, utilities, and private sector verticals. They focus on acquiring businesses with growth potential, managing them effectively, and building them for future success. Harris Computer serves over 100,000 customers with a global presence in North America, Europe, Asia, and Australia, employing over 12,000 people. Their mission is to empower customers to deliver on their goals by offering tailored software and services.

📋 Description

• Lead the Support team for proprietary software. • Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers. • Identify and implement improvements to service delivery, operational efficiency, and customer value. • Manage and delegate customer escalations, ensuring timely service recovery and resolution. • Liaise between customers, R&D, Professional Services, Sales, and other internal teams. • Partner with the Vice President on strategic initiatives for Support and Managed Services. • Establish, document, and maintain scalable operational processes. • Monitor and report on operational metrics and drive data-driven continuous improvement. • Meet and exceed company metrics, including Accounts Receivable, Customer Service Ratios, and other operational KPIs. • Prepare monthly and annual budget, accrual, and forecast updates. • Collaborate with Finance on annual and monthly customer billings. • Develop and maintain operational documentation, knowledge management practices, and standard operating procedures. • Improve customer experience and expand service offerings. • Lead adoption of AI and automation for productivity, customer experience, and operational efficiency. • Approve and track third-party invoices for Maintenance renewals and new name sales. • Manage employee expense approvals. • Work with senior leadership, internally and externally. • Travel to customer sites, conferences, and company meetings as required.

🎯 Requirements

• Bachelor's Degree. • 5+ years of management experience in a customer support or technical support environment. • Demonstrated experience leading managers and multi-level support organizations. • Strong leadership, organizational, communication, and problem-solving skills. • Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives. • Experience leveraging AI and automation to improve business processes is preferred. • Utility/Billing experience is an asset. • Candidates must hold a current, valid passport and be legally eligible to travel internationally. • Passport-based visa exemption or possession of required travel visas for entry into Canada, the United States, and the Caribbean.

🏖️ Benefits

• 3 weeks’ vacation and 5 personal days • Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment • Employee stock ownership • RRSP/401k matching programs • Lifestyle rewards • Remote work