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Executive - Director of Support Operations
Ashburn, VA
Job Description
Director of Support Operations
Ashburn, VA / Hybrid
MUST:
Experienced Director of Support Operations
10+ years of technical background implementing systems and network solutions
5+ years of professional experience in a leadership or management role for a technical team
Strong Technical accumen
Player coach type of mentality
Expertise with Active Directory, topology, and dependencies
Extensive familiarity with all types of end-user hardware and infrastructure hardware
Experience in devising and implementing IT policies
Strong experience and ability to create processes for services such at ticketing
Familiarity with working in an/with MSP
Knowledge with MSP tools including ConnectWise, IT Glue, and POD management a plus
Excellent communication skills both written and verbal
Strong interpersonal and management skills
Ability to multi-task and prioritize competing tasks
Relevant certifications are highly desired
DUTIES:
Analyze business requirements for the Support department and customer's IT needs
Develop an effective and workable framework for managing and improving customer IT support
Serve as a player coach - have the technical know how to get in the trenches with the team and show them how to fix, handle or escalate certain situations
Oversee all service requests, incidents, and problems. Manage and coordinate urgent and complicated support issues
Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization
Provide an escalation point for all requests and incidents
Monitor and manage the phone queue, participating in escalated calls as required
Deliver exceptional customer service, connecting with customers to discuss projects, conflicts, and feedback as needed
Interact with customers to design and execute business solutions custom to their requirements
Oversee the ticketing processes and help make necessary improvements through analysis and survey feedback
Oversee the solutions repository and ensure top-quality solutions are available to the staff
Build a training program and material for the Service Desk
Manage vendor relationships and license counts as needed for daily operational requirements
Establish and maintain relationships with vendors to ensure the delivery of high-quality products and services
Negotiate contracts and service level agreements with vendors to ensure the best possible terms for the organization
Protect all PII information as Confidential and do not distribute.
Adhere to Security guidelines for the company
Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.
Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.
Ashburn, VA / Hybrid
MUST:
Experienced Director of Support Operations
10+ years of technical background implementing systems and network solutions
5+ years of professional experience in a leadership or management role for a technical team
Strong Technical accumen
Player coach type of mentality
Expertise with Active Directory, topology, and dependencies
Extensive familiarity with all types of end-user hardware and infrastructure hardware
Experience in devising and implementing IT policies
Strong experience and ability to create processes for services such at ticketing
Familiarity with working in an/with MSP
Knowledge with MSP tools including ConnectWise, IT Glue, and POD management a plus
Excellent communication skills both written and verbal
Strong interpersonal and management skills
Ability to multi-task and prioritize competing tasks
Relevant certifications are highly desired
DUTIES:
Analyze business requirements for the Support department and customer's IT needs
Develop an effective and workable framework for managing and improving customer IT support
Serve as a player coach - have the technical know how to get in the trenches with the team and show them how to fix, handle or escalate certain situations
Oversee all service requests, incidents, and problems. Manage and coordinate urgent and complicated support issues
Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization
Provide an escalation point for all requests and incidents
Monitor and manage the phone queue, participating in escalated calls as required
Deliver exceptional customer service, connecting with customers to discuss projects, conflicts, and feedback as needed
Interact with customers to design and execute business solutions custom to their requirements
Oversee the ticketing processes and help make necessary improvements through analysis and survey feedback
Oversee the solutions repository and ensure top-quality solutions are available to the staff
Build a training program and material for the Service Desk
Manage vendor relationships and license counts as needed for daily operational requirements
Establish and maintain relationships with vendors to ensure the delivery of high-quality products and services
Negotiate contracts and service level agreements with vendors to ensure the best possible terms for the organization
Protect all PII information as Confidential and do not distribute.
Adhere to Security guidelines for the company
Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
10+ years
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