Technical Support Director

Job Summary

Driving the strategic direction for the Technical Support function, the full-time remote Technical Support Director will enhance service delivery, champion innovation, and lead the AI transformation while collaborating with executive leadership to achieve operational targets.

Key responsibilities

• Define and execute strategies to improve support service delivery and operational efficiency
• Lead the implementation of AI-powered tools and automation to enhance customer interactions
• Establish and report on key performance indicators to measure the effectiveness of technical support services

Required qualifications

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience
• Minimum of 12+ years of related experience, including 5+ years in a senior leadership role
• Proven track record in strategic leadership within a technical support environment
• Experience with AI-powered support tools and driving large-scale innovation initiatives
• Exceptional executive leadership skills and ability to engage senior stakeholders