Director, IT Support

Description

Job Description:

We are looking for a Director, IT Support to oversee our day-to-day L2 support teams.

Director, IT Support responsibilities include overseeing multiple Level 2 support teams, ensuring the department is achieving on SLAs, and maintaining relationships and communication with internal and external stakeholders and associated groups.

Ultimately, you’ll ensure our Level 2 support services are efficient, consistent, and reliable.

Responsibilities

• Oversees multiple Level 2 support teams supporting multiple products

• Regularly communicates with leadership on ongoing issues and statuses

• Focuses on application health by analyzing inbound support requests, backlog, and throughput

• Responsible for ensuring that teams are achieving or exceeding support SLAs

• Manages relationships with other internal groups like Product, Development, Sales, Operations

• Implements and refines processes for escalating issues through cross-functional teams

• Examines support ticketing and phone system data to determine overall health of support

• Assess team performance and recommend improvements

• Manages Incident Response triage and root-cause-analysis

• Provides consistent and concise communication to stakeholders

• Develops IT policies and practices

• Stays up to date with the latest technologies and IT trends

  
  

Requirements and skills

• Proven experience as a people manager

• Experience with software troubleshooting and triage of complex software solutions

• Thorough knowledge of networks and cloud computing

• Leadership and organizational skills

• Ability to manage multiple projects

• Outstanding communication skills

• Problem-solving aptitude

The position listed in this requisition is ineligible for the new hire referral bonus award program. However, it is eligible for the NA Merchant Tech Refer to Win bonus award program.