Director of Support Services

Emploi pas sur LinkedIn

🕒 il y a 1 jour

🏄 California, Colorado, +5 états de plus – Distant

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote

💵 $208 250 - $281 750 / an

⏰ Temps Plein

🔴 Expert

👔 Directeur

👻 Score fantôme 11%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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WSGR

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11 - 50 employés

💼 Conseil

⚽ Sports

🤝 À but non lucratif

Consulting • Sports • Non-profit

WSGR est Wassersportgemeinschaft Rangau e. V. , un club de sports nautiques et de voile axé sur la communauté, basé au Brombachsee (Enderndorf) en Allemagne. L'association, gérée par des bénévoles, organise des régates, des formations (y compris des semaines de voile pour les jeunes et des événements en catamaran), des événements sociaux (fête d'été, fête du Nouvel An) et maintient un programme d'adhésion actif accueillant les familles et favorisant une participation non élitiste. Le club fonctionne comme une association à but non lucratif qui promeut la voile récréative et compétitive ainsi que les activités communautaires.

Description

• Own day-to-day performance of the outsourced Service Desk, holding the vendor accountable to contracted SLAs, quality standards, and cost targets • Directly manage deskside support technicians across the firm's 17 offices, ensuring consistent coverage, response times, and service quality • Standardize support processes, ticket handling, and escalation paths across Service Desk and deskside teams • Use ticket data, reporting, and analytics to identify trends, reduce recurring issues, and improve support performance • Serve as executive escalation point for unresolved support issues and drive them to resolution • Build trusted relationships with attorneys, business professionals, and internal stakeholders • Ensure high satisfaction through proactive engagement, structured communication, and effective issue resolution • Act as the voice of the end user and translate recurring issues into service gaps and improvement opportunities • Oversee onboarding and technology enablement for new attorneys and business professionals • Direct the Technical Training group, including curriculum development, content design, and delivery methods • Develop and execute communication strategies for support and business initiatives • Oversee technical communications for outages, deployments, technical changes, and known issues • Partner with the Technical Training group to build resources based on Service Desk ticket trends • Partner with practice groups or firm leadership to identify training priorities for new technology rollouts • Drive compliance with internal governance models and quality standards • Participate as a key stakeholder in incident management for support-related outages • Set staffing, scheduling, and coverage models across offices and time zones • Benchmark support operations and implement industry best practices • Manage support services budgets, including vendor contracts, staffing costs, and tooling expenses • Hire, coach, and develop support resources • Establish expectations, workload balance, and coverage across offices • Support talent development, succession planning, and workforce utilization • Identify and address team knowledge and skill gaps • Set team goals, performance standards, and accountability measures to improve service outcomes

🎯 Exigences

• Must be self-driven with a natural tendency to take ownership and independently execute work to completion • Must have a positive can-do attitude and proactively engage with leadership as an advocate for end users • Proven experience directly managing multiple technical groups to produce exceptional support services across multiple locations and time zones • Strong command of support operations fundamentals, including SLA management, ticketing systems, escalation models, and staffing/coverage planning • Demonstrated success managing outsourced support vendors, including holding vendors accountable to contracted performance • Experience identifying technical support and training gaps and implementing user-facing solutions • Familiarity with AI enabled support tooling and a track record of driving automation adoption within a support function • Excellent written and verbal communication skills, with experience communicating support performance to senior stakeholders • Strong leadership skills, including hiring, coaching, and performance management of support personnel • Bachelor’s degree in information technology, business administration, or a related field, or equivalent practical experience • 8+ years of progressive experience in end user support leadership, including managed services and geographically dispersed support teams • Experience with ServiceNow or equivalent ITSM platform • Experience in a law firm or professional services environment preferred • Track record of leading organizational change within a support or service delivery function • Familiarity with legal industry applications preferred • Accustomed to providing "white glove" support experience as standard practice • ITIL certification, Lean Six Sigma or related certifications a plus

🏖️ Avantages

• Discretionary year-end merit bonus based on performance • Highly competitive salary and benefits package

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