Director, Technology Operations

What The Role Offers

• Leading help desk managers, supervisors, and support staff
• Setting performance expectations and career development plans
• Building a customer-focused support culture
• Ensuring users receive timely and effective support
• Monitoring service levels (SLAs) and customer satisfaction
• Overseeing ticket queues, response times, and resolution rates
• Developing the vision and roadmap for support services
• Identifying opportunities for automation and self-service
• Alligning help desk services with business objectives

What You Need To Succeed

• English communication skills, both written and verbal
• Strong independent problem solving and decision-making abilities
• Ability to work individually as well as contribute to a global team environment
• Proficient with both MAC and all Windows operating system software and hardware
• Advanced troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
• Organized with an ability to prioritize multiple projects and tasks in a fast-paced environment
• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities

Priorities

OpenText is committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and are dedicated to creating a workplace free from discrimination and harassment. We believe that a diverse workforce drives innovation and enhances our ability to serve our global clients.

Compensation

At OpenText, we offer a comprehensive benefits package that supports your physical, emotional, and financial wellbeing. A summary of these benefits can be found on our Why Join Us page. As you progress through the hiring process, we are happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $125,520 - $175,520

Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.