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 effective 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.

Technical Expertise (Recommended):

While not mandatory, knowledge in the following areas will be beneficial:

- Remote desktop support & desktop applications
- Networking (LAN/WAN, VPN, security protocols, routing, firewalls, etc.)
- Virtualization (VMWare, Hyper-V)
- Operating Systems (Linux, MacOS, Windows)
- Web technologies (HTML, CSS, XML)
- Cloud services (AWS, Azure)
- Ticketing systems (Zendesk, ServiceNOW, Remedy)

Skills & Experience:

- 15+ years in technical support/helpdesk/network support management.
- 5+ years working in a tech service provider, security vendor, or similar business.
- 5+ years managing teams of 50+ employees.
- Preferred certifications: CompTIA Linux+, Network+, CCNA (not required).
- Bachelor's degree preferred (or equivalent experience).

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