Director

• Provide strategic direction and operational oversight for the entire technical support organization, including Level 1 Customer Service Center and Level 2 Technical Support teams.
• Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to ensure consistent achievement of performance targets.
• Oversee incident management lifecycle from initial logging through resolution, ensuring proper categorization, prioritization, escalation, and closure.
• Drive optimization of ticket queues, workload distribution, and resource allocation to maximize response times and resolution rates.
• Maintain high standards of customer satisfaction through quality service delivery and proactive customer engagement.
• Develop and coordinate global support operations across offshore and onshore teams to ensure seamless 24x7 coverage.
• Develop and execute strategic initiatives to enhance service supportability and operational efficiency.
• Build, develop, and retain high-performing technical support teams across multiple levels and geographic locations.
• Build the team to accommodate business growth, providing guidance on team development, performance management, and operational execution.
• Establish clear performance expectations, accountability frameworks, and development pathways for all support personnel.
• Lead talent acquisition strategies and oversee recruitment, onboarding, and integration of new team members.
• Foster a culture of accountability, continuous learning, service excellence, and customer advocacy.
• Design and implement comprehensive training programs to ensure team proficiency in software, troubleshooting methodologies, and healthcare industry requirements.
• Optimize staff scheduling and capacity planning to ensure adequate coverage across all support tiers, time zones, and on-call rotations.
• Design, implement, and maintain standardized processes for incident management, service request fulfillment, problem management, and knowledge management aligned with best practices.
• Develop and enforce standard operating procedures, quality assurance frameworks, and documentation standards.
• Establish quality monitoring programs including ticket reviews, call monitoring, and customer feedback analysis.
• Identify and implement process improvements, automation opportunities, and self-service capabilities to enhance operational efficiency.
• Ensure accurate and comprehensive knowledge base documentation of incidents, resolutions, known errors, and workarounds.
• Drive adoption of knowledge management practices to reduce recurring incidents and improve first-contact resolution rates.
• Establish performance dashboards and reporting frameworks to monitor support operations and drive data-informed decision making.
• Analyze support metrics, trends, and patterns to identify performance gaps, systemic issues, and improvement opportunities.
• Lead root cause analysis initiatives for recurring incidents and implement preventive measures to reduce incident volume.
• Collaborate with Product and Engineering to improve product supportability and with Sales and Professional Services to improve customer experience.
• Serve as executive escalation point for critical customer issues and high-priority incidents.
• Build strong relationships with key customers and stakeholders to understand needs and expectations.
• Develop customer communication strategies for major incidents, planned maintenance, and service improvements.
• Represent the voice of the customer in internal forums and contribute to product roadmap discussions.

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