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.