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Director Technical Support

United States (Remote)

Director Technical Support

11 Hours ago • 10 Years + • Operations

About the job

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Job Description

The Director of Technical Support provides leadership and direction for post-sales services and support to healthcare clients. Responsibilities include managing customer retention, analyzing operational processes, developing service delivery improvements, reviewing SLAs, selecting and developing personnel, executing business plans, leading collaborations, and resolving customer escalations. The role requires leading transformational programs, facilitating technology strategy, and providing input to business strategy development. A key focus is on improving customer service and retention within the healthcare industry, utilizing expertise in Infrastructure, Private Cloud, and Public Cloud environments. The role also contributes to the company's overall strategic planning.

Must have:

Leadership and direction of technical support teams
Customer retention management
Operational process analysis and improvement
SLA review and management
Personnel selection, development, and evaluation
Healthcare industry experience
Experience managing cloud environments

Good to have:

Master's degree in a related field
Global delivery and operations support experience

Job Summary: As our Director of Technical Support, you’ll provide leadership and direction for the delivery of post-sales services and support specifically to our clients in the healthcare industry.

Work Location: US Remote

Key Responsibilities:

Provide leadership and direction through managers, senior managers and senior professional staff.
Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization.
Review SLA claims.
Develop and manage service with speed and accuracy and all client/customer service delivery issues are resolved.
Select, develop, and evaluate personnel to ensure the efficient operation of the function.
Accountable for the performance and results of a functional area, team or region.
Execute business plans and contributes to the development of sub-functional strategy.
Lead collaboration across the organizational sub-function and sometimes the organizational function to develop and implement strategies that are tied to the achievement of organizational function, sub-function, and company objectives.
Lead transformational programs at the organizational sub-function level to directly impact the achievement of company objectives.
Serve as a leader in resolving customer escalations and developing process and strategy for customer retention.
Facilitate technology strategy and analyzes industry and market trends to determine potential impact to the organizational function and sub-function.
Assist in defining strategy and supervises the development of the organizational sub-function plan and governance needed to implement and manage enterprise architecture domain designs and technology standards by product line or platform to support strategy and company objectives.
Provide input to business strategy development.
Assist executives and/or senior directors in defining organizational goals and strategic plans.

Qualifications:

Bachelor's Degree required. At the manager’s discretion, additional relevant experience may substitute degree requirement. Master's degree in related field preferred.
10 years of relevant work experience.
Minimum of 5 years of experience in direct people management experience.
Advanced knowledge of the principles of customer service management and delivery.
Experience in managing Infrastructure, Private Cloud and Public Cloud environments.
Experience in Healthcare Industry and Global Delivery, Operations Support- Preferred.

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About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

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