Director Of Support Services

Director of Support Services

The Director of Support Services will lead and oversee the IT helpdesk and support services for a dynamic and fast-growing Healthcare-focused Managed Services Provider (MSP). This role is pivotal in ensuring the delivery of exceptional support services to our clients, optimizing operational efficiency, and maintaining high standards of customer satisfaction. The ideal candidate will have extensive experience in IT support and team management, with a focus on continuous improvement, proactive maintenance and innovation.

The Director of Support Services is responsible for providing leadership and direction to a team of front-line IT Helpdesk, Proactive and Problem management support engineers. This role will provide team leadership and drive consistency and quality in the delivery of IT services to our clients. The Director will own delivery of support against defined SLAs, maximize customer satisfaction, serve as a point of escalation for support requests and proactively improve support processes.

Key Responsibilities:

Leadership and Management

• Lead and manage the IT helpdesk support team, including hiring, training, coaching, mentoring, and performance evaluation.

• Develop and implement strategic plans to enhance helpdesk operations, aligning with the company's goals and objectives.

• Foster a positive and collaborative team environment, promoting professional growth and development.

Operational Oversight

• Oversee daily operations of the helpdesk, ensuring timely and effective resolution of client issues.

• Monitor and analyze helpdesk performance metrics, implementing improvements as necessary.

• Develop and enforce helpdesk policies, procedures, and best practices to ensure consistency and quality of service.

Customer Service Excellence

• Maintain high levels of customer satisfaction through effective communication and problem-solving.

• Address and resolve escalated client issues, ensuring a customer-centric approach.

• Regularly gather client feedback and use it to improve helpdesk services.

Technical Expertise

• Stay current with industry trends, emerging technologies, and best practices in IT support.

• Provide technical guidance and support to helpdesk staff and clients.

• Collaborate with other IT departments to ensure seamless service delivery and integration.

Project Management

• Lead and manage helpdesk-related projects, ensuring they are completed on time and within budget.

• Coordinate with other departments and stakeholders to align project objectives and outcomes.

• Develop project plans, timelines, and resource allocations.

Resource Management

• Provides resource management and allocation, tactical and strategic planning activities, operational budget development and execution, and effective cost management of Service Delivery

• Experience in building and managing an IT service delivery organization across multiple geographic locations

• Facilitates a culture that creates defined career paths and advancement opportunities throughout Service Delivery team

• Identifying solutions and associated capacity planning to ensure alignment with MIT stated vision and goals

• Establishes management level relationships with all MIT teams to define and ensure Service Delivery meets service level requirements and resolves service delivery issues across MIT

• Ensure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.

• Provides mentoring as a cornerstone of career development for all key direct reports

• Ensure efficient utilization of resource and budget management

Compliance and Security

• Ensure compliance with industry standards, regulatory requirements, and internal policies.

• Oversee security protocols to protect client data and maintain the integrity of the helpdesk systems.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field. Master degree preferred

• Minimum of 15 years in IT Support, with at least 10 years in a leadership role within an MSP or similar environment; with at least 5 years at a Director or higher-level

• Comprehensive experience in all areas of IT architecture, service delivery and security

• Experience in managing a department of 100+ including direct and indirection reports

• Licenses/certifications: ITIL v3 or v4

• Deep experience with ITSM systems

• Experience with SOC, PCI and/or HIPPA would be beneficial

• Healthcare experience a plus

• Solid understanding of security best practices

• Comprehensive experience in all areas of IT Support, architecture, delivery and security

• Licenses/certifications: ITIL v3 or v4

Skills and Competencies:

• Proven ability to lead, motivate, and develop a high-performing team.

• Strong understanding of IT systems, networks, and support tools.

• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical audiences.

• Strong customer service orientation with a track record of improving client satisfaction.

• Analytical mindset with exceptional problem-solving and decision-making abilities.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

• Demonstrated ability to collaborate on enterprise-wide initiatives

• Effective written and oral communication skills

• Requires advanced analytical and problem-solving skills.

• Experience planning support for a multi-discipline operation

• Experience managing budget, cost and pricing of support services

Working Conditions:

• Primarily office-based, with potential for remote work flexibility

• This role may require occasional travel to client sites

• Full-time, with occasional after-hours support required based on client needs

Potential Performance Measurements:

• Effectiveness and efficiency of providing Service Delivery Services

• Achievement of agreed on service levels and performance metrics

• Customer satisfaction ratings and Client retention

• Continuous improvement in service delivery cost efficiency

• Reduction in per unit costs for delivering existing services

• Competitive cost structure relative to external benchmarks

• Employee engagement surveys, performance management, career development plans and retention metrics

This job description is intended to outline the general responsibilities and requirements of this role. It is not exhaustive and may be subject to change based on the needs of the organization.