Director, Technical Support

<p style="text-align: center;"><strong>Director, Technical Support</strong></p> <p style="text-align: center;"><strong>Location: Morrisville, NC</strong></p> <p><strong>Summary</strong></p> <p>The Director of Technical Support drives strategic direction, innovation, and execution for large-scale support initiatives. This role involves defining and overseeing long-term vision, strategy, and architecture to achieve business objectives, foster innovation, drive operational excellence, and align support initiatives with overall company and customer goals.</p> <p><strong>Grade:</strong> M9. This is a People Manager role.</p> <p><strong>Key Responsibilities:</strong></p> <p><strong>Strategic Vision Leadership</strong></p> <ul> <li>Develop and implement long-term strategic visions and roadmaps for technical support, aligned with company and business goals and evolving customer expectations.</li> <li>Align support initiatives with overall business objectives, customer needs, and market trends, translating business objectives into actionable plans.</li> <li>Define and lead strategic initiatives within the support organization that have a significant business impact.</li> <li>Maintain ownership of strategic areas within technical support, accountable for organizational goals and success metrics.</li> <li>Make decisions that support the overall company and its strategic objectives.</li> <li>Own, drive, and collaborate globally to achieve strategic outcomes.</li> </ul> <p><strong>Business and Organizational Impact</strong></p> <ul> <li>Drive innovation to contribute to company growth, customer engagement, and business efficiency through effective technical support.</li> <li>Provide strategic thought leadership to address key support challenges and deliver impactful solutions.</li> </ul> <p><strong>Cross-Functional Collaboration Influence</strong></p> <ul> <li>Work across the organization to contribute strategic value in support, influencing strategic decisions regardless of organizational lines.</li> <li>Lead and influence cross-functional teams and stakeholders to implement strategic support solutions.</li> <li>Create clarity and collaborate across organizational boundaries to align support priorities and mobilize stakeholders.</li> <li>Inspire teams to align, prioritize, and execute strategic advancements in support.</li> </ul> <p><strong>Organizational Development</strong></p> <ul> <li>Foster a culture of innovation, learning, and collaboration within the support organization.</li> <li>Develop and retain high-caliber support talent through focused hiring, structured growth paths, and strong retention practices.</li> <li>Serve as a leader, coach, and mentor to support teams and managers, providing clear growth plans, regular coaching, and measurable execution goals.</li> <li>Align support team structures and capabilities to the evolving demands of the business and customer base.</li> <li>Promote a culture of inclusion, fairness, and transparency to deepen trust and engagement within the support organization.</li> </ul> <p><strong>Operational Excellence</strong></p> <ul> <li>Define and govern KPIs that provide clarity on support service quality, efficiency, and responsiveness.</li> <li>Lead simplification and automation initiatives that eliminate redundancy and enhance delivery consistency within technical support.</li> <li>Use performance trends and feedback to refine support strategies and improve the customer journey.</li> <li>Drive a culture of accountability and rigor within support, improving response times, predictability, and satisfaction.</li> <li>Maintain organizational agility within support to meet growing business needs while sustaining service standards.</li> <li>Drive measurable improvements in service delivery by linking operational performance with customer experience.</li> </ul> <p><strong>Critical Situation Management</strong></p> <ul> <li>Implement proactive strategies to detect and mitigate critical support issues be ... (truncated, view full listing at source)