Director of Support Services

Company Overview:

Join our dynamic team at CIS, a distinguished Managed IT Services Provider (MSP) specializing in delivering comprehensive IT solutions. With over 15 years of experience, CIS has become a trusted partner for quick-service restaurants (QSR) and retail chains, providing tailored Support Services for networking technologies. We pride ourselves on our holistic approach, blending in-house expertise with cutting-edge third-party solutions to optimize network performance for our clients.

Job Overview:

CIS is seeking a strategic and experienced professional to assume the role of Director of Support Services. As the primary leader for our support department, you will play a critical role in ensuring operational excellence, delivering top-notch support for networking technologies, and exceeding the expectations of our QSR and retail chain clients.

Responsibilities:

• Leadership and Strategy: Lead the support departments, overseeing fault identification, break-fix escalation with service providers, and support for networking equipment, including routers, switches, firewalls, AP, and VoIP. Develop and execute strategies to enhance efficiency, responsiveness, and service quality.
• Budgeting: Manage departmental budgets efficiently, ensuring cost-effective yet high-quality Support Services for our clients.
• Process Improvement: Identify and rectify bottlenecks within current support processes, emphasizing reliability and risk-free implementation or support for networking technologies.
• Performance Improvement: Foster a performance-driven culture, defining, measuring, and enforcing qualitative metrics to align with network reliability and efficiency goals.
• SLA Management: Oversee and enhance SLAs, incorporating qualitative metrics related to issue detection, remediation, and proactive event notification. Ensure high levels of customer satisfaction through optimized network performance.
• Training and Development: Develop comprehensive training programs for support staff, aligning with our blended approach of in-house and third-party technology for operational efficiency.
• Metrics Evaluation and Enforcement: Implement and monitor qualitative metrics, enforcing standards to assess individual and team contributions in line with our commitment to excellence.
• Direct Client Engagement: Act as a primary point of contact for key clients, ensuring their needs are understood and exceeded.
• Technology Utilization: Evaluate and recommend improvements for all applications used by the support team, including help desk ticketing, IT monitoring systems, and communication platforms.

Qualifications:

• Education: Bachelor's or Master's degree in Computer Science, Information Technology, Business Administration, or related field.
• Experience: Minimum of 10 years' experience in IT support, with at least 5 years in a leadership role within an MSP environment, specializing in Support Services for QSR and retail chain clients.
• Network Technologies: Expertise in networking technologies, including broadband fault identification and break-fix escalation with service providers. Familiarity with routers, switches, firewalls, AP, and VoIP.
• Track Record: Proven success in improving processes, meeting SLAs, and driving customer satisfaction in the context of QSR and retail chain Support Services.
• Skills: Strong strategic thinking, leadership, and decision-making skills. Excellent communication, interpersonal, and motivational skills.
• Technical Acumen: Deep understanding of IT support systems and tools, with a knack for leveraging technology to solve operational challenges.

We are looking for professionals with a passion for excellence in IT support, a strategic mindset, and a proven ability to lead and transform support departments in an MSP environment. If you are driven to improve processes, lead teams to achieve high-performance levels, and enhance the end-user experience within the dynamic landscape of QSR and retail chain Support Services, we encourage you to apply. Join CIS and be part of a team that shapes the future of IT support in the MSP industry.

Job Type: Full-time

Pay: Up to $140,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Ability to Relocate:

• Boise, ID 83704: Relocate before starting work (Required)

Work Location: In person