Director of Technical Support
Job Summary
The Director of Technical Support leads the strategy, execution, and continuous improvement of CPC’s support organization, overseeing service desk operations, escalations, and customer experience. Partnering closely with the Technical Support Manager, this role builds, develops, and strengthens the support team while driving performance and accountability.
Key Responsibilities
Own and oversee all technical support operations including ticketing, escalations, and service delivery
Define, implement, and enforce SLAs, KPIs, and performance standards
Ensure timely resolution of issues and high-quality customer outcomes
Establish policies, procedures, and operational standards aligned to best practices
Team Leadership & Development
Lead, mentor, and grow a high-performing technical support organization
Drive hiring, onboarding, and professional development of support staff
Build and implement training programs to strengthen technical skills and overall team capability
Establish clear accountability, performance management, and career growth frameworks
Act as executive escalation point for critical incidents
Customer Experience & Service Excellence
Own customer support experience and satisfaction metrics
Serve as senior point of contact for key customers during major incidents
Translate customer feedback into actionable improvements
Drive improvements in first-call resolution, response time, and support quality
Strategy, Planning & Execution
Develop and execute technical support strategy aligned to business objectives
Provide executive reporting on support performance, trends, and risks
Manage budgets, staffing models, and capacity planning
Partner with Product, Infrastructure, Development and Operations to improve platform stability
Process Optimization & Continuous Improvement
Implement and mature ITIL-based processes (incident, problem, change management)
Drive automation, workflow improvements, and operational efficiency
Identify root causes of recurring issues and implement systemic fixes
Establish reporting and analytics to drive data-based decisions
Technology & Systems Oversight
Oversee support systems including ticketing platforms, monitoring, and knowledge base
Ensure accurate reporting and visibility into support metrics
Support new product rollouts and integration initiatives
Maintain alignment with infrastructure, application, and network environments
Qualifications
Bachelor’s degree in Information Technology, Computer Science, Business, or related field or equivalent experience
8+ years of experience in technical support or IT operations
3+ years of leadership experience managing support teams
Strong knowledge of ITSM tools, support operations, and service delivery models
Experience with KPI/SLA management and support analytics