Director of Support Services
Position Details:
- Working Hours: 5:00pm IST - 3:00am IST (9-hour shifts, 5 days a week)
- Team Management Breakdown:
- 65 percent Team Management & Development
- 30% Reporting & Administration
- 5% Stakeholder Management

Position Summary:
The Director of Support Services is responsible for overseeing a team of Technical Support Agents, ensuring high-quality customer service and issue resolution. This role involves team supervision, ticket management, audits for efficiency, and fostering continuous development among team members. The Director will serve as a key point of communication between various internal departments such as project management, customer success, production, and engineering.
Essential Functions:
- Lead the daily technical support operations, overseeing ticket resolution.
- Ensure productive ticket assignment, delegation, and escalation when necessary.
- Anticipate customer needs and proactively address challenges.
- Collaborate with internal teams for complex issue resolution.




- Gather customer feedback and provide insights to leadership.
- Establish strong relationships with customers and internal teams.
- Analyze problems and implement effective solutions.
- Manage software and hardware releases at scale.
- Provide regular KPI reports and trend analysis to management.

Support Team Leadership:
- Define team schedules, goals, and expectations.
- Oversee timesheets, leave requests, and capacity planning.
- Assign tasks and monitor deadlines.
- Conduct one-on-one meetings and performance evaluations.
- Use ticketing platforms to track team metrics and efficiency.
- Perform ticket audits to recognize strengths and identify areas for improvement.
- Participate in hiring processes and staff development initiatives.
- Resolve team conflicts and foster a productive work environment.
- Provide training, mentorship, and career growth opportunities for team members.
- Recognize and reward high performance within the team.

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📌 Director Of Support Services (India)
🏢 KNSOFT TECHNOLOGIES
📍 India