Director of Technical Support Job Description Sample Template
JOB TITLE:
- Director of Technical Support
DUTIES and RESPONSIBILITIES:
- Responsible for the overall success of the Technical Support team, comprised of both technical and hardware support representatives.
- Ensure the team is meeting & exceeding their responsibilities with onboarding new dispensaries and maintaining ongoing support of their menus and hardware.
- Lead, manage, and mentor technical support staff, including establishing, collaborating on, and measuring individual goals.
- Oversee day-to-day efforts to successfully deliver on annual team goals and objectives.
- Work directly with the VP of Support to define and formalize Technical Support QA standards and SOP.
- Work closely with cross-functional leaders to ensure a clear and shared understanding of processes.
- Develop, document, and implement operational policies and procedures.
- Define and track technical support KPIs and quality standard metrics for data-informed improvements.
- Standardize asset offerings to ensure best-in-class options and scalability.
- Secure & purchase asset needs based on business volume.
EXPERIENCE and QUALIFICATIONS:
- 5+ years of relevant experience.
- 5+ years of team/people management.
- Passionate about technical support, customer service, and relationship building.
- Clear, direct, organized individual and an exceptional communicator.
- Excellent problem-solving skills with a client-service mindset.
- Able to multi-task and work in a fast-paced, energetic, and ever-evolving environment.
- Strong written and verbal communication skills to share updates, articulate challenges, and blockers, accept instructions and handle partner/vendor relationships.
- Strong interpersonal skills to interact positively with all employees.
PHYSICAL DEMANDS:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk and hear.
- This employee is frequently required to stand, walk, use hands or feet, and reach with hands and arms.
- May be required to lift a minimum of 50 pounds.