(Remote) Director of Support and Managed Services
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Key skills for this role
About the Role
Harris Computer seeks a Director of Support and Managed Services to lead Support and Managed Services teams, drive operational excellence, and improve customer experience.
Key Skills for This Role
Responsibilities
- Direct/lead the Support and Managed Services teams for proprietary software
- Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers
- Identify and implement opportunities to improve service delivery, operational efficiency, and customer value
- Manage and delegate customer escalations, ensuring timely service recovery and resolution
- Liaise between customers, R&D, Professional Services, Sales, and other internal teams
- Partner with Vice President to execute strategic initiatives
- Establish, document, and maintain scalable operational processes
- Monitor and report on key operational metrics and drive continuous improvement
- Prepare monthly and annual updates for budgets, accruals, and forecasts
- Lead adoption of AI and automation to improve team productivity and customer experience
Requirements
- Bachelor's Degree
- 5+ years of management experience in a customer support or technical support environment
- Demonstrated experience leading managers and multi level support organizations
- Strong leadership, organizational, communication, and problem solving skills
- Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives
- Experience leveraging AI and automation to improve business processes is preferred
- Utility/Billing experience is an asset
Full Job Posting
About the role
- Cayenta, a division of Harris, is seeking a Director of Support and Managed Services to join its management team.
- The Director will lead Support and Managed Services teams, drive operational excellence, improve customer experience, and ensure successful delivery of support services.
What your impact will be
- Direct/lead the Support and Managed Services teams for proprietary software
- Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers
- Identify and implement opportunities to improve service delivery, operational efficiency, and customer value
- Manage and delegate customer escalations, when necessary, ensuring timely service recovery and resolution
- Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries
- Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations
- Establish, document, and maintain scalable operational processes to support business growth
- Monitor and report on key operational metrics and drive continuous improvement through data driven decision making
- Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs)
- Prepare monthly and annual updates for budgets, accruals, and forecasts
- Collaborate with the Finance Department to prepare annual and monthly billings for the customer base
- Develop and maintain operational documentation, knowledge management practices, and standard operating procedures
What we are looking for
- Bachelor's Degree
- 5+ years of management experience in a customer support or technical support environment
- Demonstrated experience leading managers and multi level support organizations
- Strong leadership, organizational, communication, and problem solving skills
- Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives
- Experience leveraging AI and automation to improve business processes is preferred
- Utility/Billing experience is an asset
What we can offer
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
Salary
- 90K 120K
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