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Job Description:
We are looking for a Director, IT Support to oversee our day-to-day L2 support teams.
Director, IT Support responsibilities include overseeing multiple Level 2 support teams, ensuring the department is achieving on SLAs, and maintaining relationships and communication with internal and external stakeholders and associated groups.
Ultimately, you’ll ensure our Level 2 support services are efficient, consistent, and reliable.
Responsibilities
Oversees multiple Level 2 support teams supporting multiple products
Regularly communicates with leadership on ongoing issues and statuses
Focuses on application health by analyzing inbound support requests, backlog, and throughput
Responsible for ensuring that teams are achieving or exceeding support SLAs
Manages relationships with other internal groups like Product, Development, Sales, Operations
Implements and refines processes for escalating issues through cross-functional teams
Examines support ticketing and phone system data to determine overall health of support
Assess team performance and recommend improvements
Manages Incident Response triage and root-cause-analysis
Provides consistent and concise communication to stakeholders
Develops IT policies and practices
Stays up to date with the latest technologies and IT trends
Requirements and skills
Proven experience as a people manager
Experience with software troubleshooting and triage of complex software solutions
Thorough knowledge of networks and cloud computing
Leadership and organizational skills
Ability to manage multiple projects
Outstanding communication skills
Problem-solving aptitude
The position listed in this requisition is ineligible for the new hire referral bonus award program. However, it is eligible for the NA Merchant Tech Refer to Win bonus award program.
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