Technical Support Services Director
3 weeks ago
This is an exciting opportunity to join our team as a Technical Support Services Director and lead our IT organization in delivering exceptional technical support services to our employees. As a key member of our team, you will be responsible for overseeing and managing incident ticket queues, leading the team in reducing ticket backlog, and acting as the primary escalation point for issues requiring re-prioritization or SLA breaches.
Key Responsibilities- Manage incident ticket queues, ensuring that tickets are properly assigned to appropriate team members and resolved in a timely manner.
- Lead the team in improving service desk processes and procedures to increase efficiency and effectiveness.
- Act as the primary escalation point for issues requiring re-prioritization or SLA breaches.
- 5+ years of experience in IT Service Management or IT Operations, working with ITSM platforms (especially ServiceNow).
- Hands-on experience with corporate IT and service desk operations, including supporting hardware and software.
- Strong leadership and communication skills, with the ability to motivate and guide a team of technical support specialists.
- Flexible working hours, including evening or weekend work, to support change activities and business needs.
The estimated salary for this role is $118,000 - $147,500 USD per year, depending on experience. In addition to a competitive salary, we offer a comprehensive benefits package that includes a generous paid time off policy and a range of other benefits designed to support the health and well-being of our employees.
Why Constant Contact?- We are passionate about supporting businesses and organizations, and we believe in empowering our employees to make a positive impact.
- We offer opportunities for career growth and development, and we encourage our employees to learn new skills and take on new challenges.
- We strive to create a culture of diversity and inclusion, where everyone feels valued and respected.
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