Director of Technical Support

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. The Director ensures alignment with product and engineering teams to deliver service excellence, improve operational efficiency, enhance training programs, and scale support capabilities across the organization. Key Responsibilities Support Operations Leadership

• 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

Do you have experience in Team leadership?, Do you have a Bachelor’s degree?, * 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

Non-Technical Requirements

• Strong leadership presence with ability to influence across the organization
• Excellent communication skills with both technical and non-technical stakeholders
• Strong problem-solving and decision-making capabilities
• Strong analytical, problem-solving, planning, and organizational skills.
• Demonstrated ability to scale operations and improve efficiency
• Highly organized with ability to manage multiple priorities
• Commitment to customer service excellence and continuous improvement
• Willingness to work flexible hours, including nights and weekends, and travel between offices as needed.

Pulled from the full job description

• 401(k)
• Paid time off
• Employee stock ownership plan, Full Time, Benefits, ESOP, PTO, 401(k)