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# Global Senior Director Helpdesk & Support

- **Company:** Gasboy - Powered By Vontier
- **Location:** Houston, TX, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Data Analysis
- **Published:** November 12, 2026
- **Apply:** https://dejobs.org/x/x/3E41AA378C254FB89AF7849B5582D870/job/

## About the Role

10+ years of call-center management experience, including at least five years in senior leadership, with evidence of successfully scaling operations.

 * Customer experience leadership

A leader who can move the organization beyond simply resolving tickets toward customer loyalty, retention, and a consistent experience across support touchpoints.

 * Technology transformation

Practical understanding of CRM platforms, support technology, AI, analytics, and automation, combined with the ability to determine where technology materially improves customer outcomes. Partner with IT on tools integration and roadmap.

 * Performance management

Strong command of KPIs, analytics, coaching, workforce performance, service quality, and continuous-improvement methods.

 * Organizational leadership

The ability to lead leaders, rather than only frontline employees, and build a strong management system across a multi-level organization.

 * Executive and cross-functional influence

Credibility with Product, R&D, Sales, Customer Success, and executive leadership.

 * Offshoring & Integration of regional teams into a global team

Experience working with a globally dispersed team members and cross functional partners.

## Description

The Senior Director of Helpdesk & Support is accountable for the strategy and performance of Global Convenience Retail Helpdesk operations. The role goes beyond running day-to-day activities. It is expected to:

 * Set the strategic direction for the global helpdesk and align it with Customer Driven competency and broader business goals.

 * Lead and develop a large, multi-level organization of managers, supervisors, and technical support representatives.

 * Improve productivity, service quality, and operating processes through continuous improvement.

 * Own the end-to-end customer support experience and translate customer feedback into improvements.

 * Establish KPIs covering performance, productivity, and customer satisfaction.

 * Modernize the support operation using CRM, AI-driven support solutions, analytics, and emerging call-center technologies.

 * Partner closely with Product Management, R&D, Sales, and Customer Success, ensuring customer issues and insights influence the broader organization.

 * Provide executive leadership with actionable insights and recommendations about customer support performance and trends.

We are looking for a leader who has the following:

 * Large-scale operational leadership