Technical Support Director
4 days ago
Company Overview
">Incident IQ is a SaaS service management platform built exclusively for K-12 schools. Our mission is to revolutionize how school districts manage operational support activities.
We facilitate whole-person growth where employees can develop personally as well as professionally. We offer an energetic and collaborative environment; everyone's opinion matters.
We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students.
Job Summary
The Director of Technical Support will lead the technical support team in handling critical incidents and escalations, ensuring timely resolution and effective communication with stakeholders.
This role requires 5+ years of experience leading remote teams in a customer or technical support setting. You should have a strong passion for ensuring not only our customer's success but your team's growth and development.
The estimated salary for this position is $120,000-$150,000 per year, based on location and experience.
Responsibilities
- Manage the day-to-day operations of a core team within the Support organization
- Develop and manage processes to empower the support team to offer technical assistance to customers
- Help lead the charge in developing and growing a world-class support organization
- Provide leadership to the Support team by mentoring Support Specialists
Requirements
- 5+ years of experience leading remote teams in a customer or technical support setting
- Bachelor's degree in business administration, information technology, or any relevant field
- Strong intellectual curiosity to develop and embrace new standard methodologies
- Experience working in a SAAS environment
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