Director of Support

Summary of duties and responsibilities

BST Global is seeking a highly driven and effective professional to lead and evolve its global support team. As the Director of Support, you will leverage your expertise, experience, and passion to create and foster a high performing team that delivers world class product support to our clients.

Essential Functions & Skills:

Domain Knowledge

• Solid expertise leading a global enterprise application support organization.
• Solid expertise defining, managing, and evolving an application support process and methodology that delivers the highest levels of client satisfaction.
• Deep expertise in enterprise applications with a focus on the professional services industry.
• Comprehensive understanding of cloud technologies, particularly AWS and Azure, with the ability to guide support teams in resolving complex cloud-related issues.
• Solid expertise in core business and accounting processes and principles related to the professional services industry.
• Solid expertise in issue management, including effective arbitration and negotiation skills between multiple parties, as well as identification, troubleshooting, and mitigation of product or people issues working closely with the appropriate leaders, co-workers, and clients to achieve successful resolution.
• Solid expertise and knowledge in resource management and staff performance management, including hiring, oversight, and professional development.
• Solid expertise in applying critical thinking to product issues and scenarios presented in the support process.

Execution

• Create, measure, and exceed support standards and key metrics to achieve high client satisfaction.
• Create, measure, and refine standard operating procedures for support case management, monitoring, escalation, and incident management processes for existing and newly developed products.
• Ensure that the appropriate systems and tools are in place and are managed to support the established support methodology and best practices.
• Define and evolve organizational structure and team composition required to effectively deliver high quality support to our clients.
• Identify, recruit, train and develop high performing support team members.
• Effectively manage support team schedules, time off, etc. to meet the needs of a global client base.
• Effectively and efficiently adapt to changing priorities in a dynamic organization.
• Providing the highest levels of attention, care, and support to our clients.
• Perform other duties as assigned.

Leadership

• Demonstrate extreme ownership for the decisions, actions and outcomes related to personal and team related activities.
• Demonstrate an unwavering drive to meet personal and team related expectations and goals.
• Demonstrate uncompromising commitment towards honesty, fairness and doing what is right.
• Demonstrate an open communication and operational style of engagement that inspires trust.
• Demonstrate the strength to provide truthful insights, updates and opinions in difficult situations and circumstances.
• Demonstrate the ability to understand and see a situation from another point of view.
• Demonstrate that other points of view matter and should be considered in the decision-making process.
• Demonstrate the ability to assess personal strengths and weaknesses, and to invest in professional development efforts to improve as a practitioner and / or leader.
• Demonstrate sound strategic orientation towards company direction, and the ability to enlist others in this mission.

Professionalism

• Demonstrate a high level of personal responsibility, preparation and pride for work product, team, and organization.
• Demonstrate through actions the desire to go above and beyond what it takes to deliver successful work product and outcomes for team and organization.
• Accomplish assignments in a timely manner and on a consistent basis.
• Demonstrate a high level of thoroughness and ownership in work product and interactions no matter how small the detail.
• Demonstrate informed and thoughtful decision-making behavior and follow through on decisions.
• Demonstrate the ability to assess people and situations and form a course of action based on personal and critical thought processes.
• Demonstrate concise, appropriate, and timely verbal and written communication while executing role.
• Effectively participate and voice opinions in group settings and situations.
• Appropriately builds consensus towards an idea or supports a more compelling idea formed in the discussion.

Additional Skills/Competencies

• Ability to translate complex problems and solutions into a language that can be consumed by internal and external stakeholders.
• Ability to stay current with new product developments and tactical direction to the business as it relates to support challenges.
• Ability to build and maintain solid relationships with other leaders and teams.
• Ability to effectively collaborate with all levels of the organization.
• Ability to grow, mentor, and prepare young professionals for a career with multiple paths at BST.
• Ability to be flexible with a willingness to help in other areas as priorities shift.
• Ability to effectively operate with minimal oversight but knowing how to keep leadership in the loop.
• Ability to communicate challenges and successes proactively and transparently to the COO in spirit of continuous improvement.

Education, prior work experience

• Bachelor’s degree required in a business or technology related area (MBA helpful, but not required).
• 10 or more years of leadership experience in a software product-oriented business.
• 7 years of demonstrated relevant managerial experience leading enterprise application support teams with 10 or more team members.

Specialized License, Certifications

Industry related certifications (helpful, but not required)

Reports to

Chief Operating Officer

Number Supervised

TBD

Travel

Limited, but as needed.

Classification

Exempt

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.