Salary Job Openings

Director, Global Support Operations

Intras Cloud Services
Dallas, TX Full Time
POSTED ON 4/24/2024

Why you?  Why ICS?

Feeling like you really want to build something cool? Wanna know that your work matters? Can you lead a team of committed professionals in delivering an experience on par with the top brands in the world? Well, good news, there are better options available to you if the run-of-the-mill just isn’t good enough for you.  Intras Cloud Services is a young, dynamic firm looking to change the world everyday through best-in-class technologies with a serious slant toward cool.  We already operate in more than 5 countries around the world, well beyond what most organizations of our size are capable of and even those a bit larger.  We’re deploying AI-based technologies to help customers with everything from developing world-class applications to securing their environments from bad actors.  We meet customers where they are, stabilize their IT operations, and then lead them along the path of digital transformation and operational excellence.

Most importantly, we need you. We are seeking a Director, Global Support Operations, for our technology support team who can help us deliver every time in a way that makes you, your team, and our customers proud. You will be responsible for leading U.S. and Non-U.S. employees, contractors, and vendor partners in delivering extraordinary customer experiences. This role is a blend of an strategic IT Service Desk Leader and a day-to-day Service Desk Manager, It will require the application of hard technical skillsets along with innovative leadership experience. In this role you'll be expected to be effective in the following areas:

People Leadership
  • Oversee Support Services delivered via our Global Operations Center staff 
  • Lead the Support Services organization to deliver world-class Support to our customers 
  • Host Quarterly reviews for direct reports 
  • Plan and schedule any training for the managers  
Thought Leadership
  • Develop a strategy, execution roadmap, priorities and investment plan to deliver proactive support, vision, and scale/productivity of the Support Services Department 
  • Establish department level annual goals 
  • Evaluate and introduce technology and automation to enhance the service we provide for clients and enable the team to scale 
  • Propose strategies to improve and scale the operations and the performance of the Support Services team 
  • Develop KPIs and SLOs for the Support Services Team to measure team performance and generate actionable data to identify opportunities to improve Service Delivery 
Relationship Management
  • Manage partner relationships with all third-party tools used by the Service Department 
  • Maintain roadmap of partner competencies and required certifications to remain in good status with partner tool sets

Day to Day Responsibilities  

  • Triage and manage priorities of the Support Desk 
  • Manage the workflow of all service requests 
  • Engage with our customers to triage their issues via tickets 
  • IT Asset and configuration management. Track, log and correct information to protect assets and components 
  • Host daily and weekly service level meetings with team 
  • Work with Customer Success & Office Administration to enable smooth onboarding/offboarding of all staff, ensuring that all hardware and IT services are available day one 
  • Problem management. Initiate and monitor actions to investigate patterns and trends to resolve problems 
  • Participate in escalation on-call rotation 
  • Improve process and education around analysis and resolution of escalated customer and/or technical issues in a timely and effective manner 





Requirements

  • Bachelor's degree in information systems, management information systems, computer science, business or related field or a combination of education and experience equivalent to a bachelor's degree
  • A minimum of five (5) years' experience in IT support environment
  • A minimum of two (2) years' experience managing help desk management applications including production of meaningful qualitative and quantitative metrics
  • A minimum of two (2) years' experience managing help desk or other support functions
  • Excellent oral and written communication skills
  • Excellent customer service skills and ability to interact well with clients and staff
  • Self-motivated
  • Works well independently and in a team setting under time constraints
  • Ability to multi-task and learn and apply new skills quickly



Benefits

Intras Cloud Services proudly cares for our employees through competitive KPI based compensation packages while striving to provide an energetic and collaborative work environment.

Salary.com Estimation for Director, Global Support Operations in Dallas, TX
$175,845 to $226,787
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