Technical Customer Support Director

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Technical Customer Support Director directs and oversees all aspects of an organization's technical customer support policies, objectives, and initiatives. Develops service level standards focused on response times, issue resolution, service quality, and customer satisfaction. Being a Technical Customer Support Director establishes policies and procedures that produce high quality customer support and that reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Additionally, Technical Customer Support Director manages resource decision-making, planning, and best practices. Aligns technical customer support activities and initiatives to support and enhance the objectives of the organization. Requires a bachelor's degree or equivalent. Typically reports to top management. The Technical Customer Support Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Technical Customer Support Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.