Director, Support Services

🕒 June 26

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🐊 Florida, North Carolina, +4 more states – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote ⚔️ Virginia – Remote

💵 $100k - $120k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 8%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Develop and execute the long-term vision, strategy, and operating model for the Client Support organization • Lead organizational transformation initiatives improving scalability, customer satisfaction, and operational efficiency • Establish objectives and key results for service excellence and monitor performance against departmental and corporate goals • Drive adoption of automation, AI, knowledge management, and process improvements • Oversee support technologies, knowledge management platforms, and automation tools • Lead a high-performing Support organization delivering timely, effective, and consistent customer service • Own departmental KPIs including customer satisfaction, SLA attainment, response and resolution times, backlog health, escalations, quality, and productivity • Contribute to Maintenance revenue forecasting and operational planning • Partner with Customer Success and executive leadership to drive retention, reduce attrition, and support recurring revenue growth • Develop resource plans, staffing models, budgets, and forecasts • Analyze operational trends and performance metrics to identify risks and improvement opportunities • Ensure support processes are standardized, documented, scalable, and aligned with industry best practices • Maintain compliance with healthcare regulations, security standards, and organizational policies • Serve as escalation point for strategic customer issues and critical incidents • Build relationships with customer executives through business reviews and service discussions • Partner with Product and R&D to translate customer feedback into product enhancements and improve product quality • Collaborate with Customer Success and Professional Services on the end-to-end customer experience • Represent the voice of the customer in leadership planning and decision-making • Mentor, coach, and develop managers and future leaders • Create a culture of accountability, ownership, continuous learning, and customer advocacy • Lead succession planning and establish career development pathways • Foster clear, measurable, and consistently reinforced performance expectations • Travel for strategic customer engagements, leadership meetings, conferences, and business planning sessions, typically not exceeding 20%

🎯 Requirements

• 8+ years of progressive leadership experience in Client Support or Technical Support, including multiple years leading managers or large teams • Demonstrated success leading a healthcare technology Support organization, with accountability for operational performance, customer satisfaction, service delivery metrics, and strategic transformation initiatives • Deep understanding of healthcare software, Practice Management and EMR/EHR platforms, ambulatory workflows, HIPAA requirements, and healthcare operations • Proven experience building and scaling support organizations through process improvement, automation, and organizational change • Strong financial acumen with experience managing departmental budgets, forecasting, workforce planning, and operational metrics • Exceptional executive communication skills with the ability to influence customers and internal stakeholders at all levels • Track record of developing leaders and building succession pipelines within an organization • Ability to evaluate complex operational challenges, synthesize data from multiple sources, and make strategic decisions that improve business outcomes • Comfort or proven track record with transforming support organizations through AI, automation, and digital initiatives • Experience with Microsoft Dynamics 365 CRM • Current, valid passport • Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean • Preference for candidates who can work in EST timezone

🏖️ Benefits

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