Director Of Client Support Services

Synoptek

We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.

Responsibilities

Director of Client Support Services

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Director of Client Support Services is responsible for leading and managing the Help Desk department, providing exceptional customer support, and delivering technical assistance to clients, including VIP contacts from various educational institutions and learning centers within CSN.

The Director of Client Support Services will take charge of implementing the concierge/genius bar concept, elevating the support experience for clients throughout the fiscal years 2024-2025. Additionally, they will take partial ownership and management of the level 1 help desk and assist in overseeing the global help desk as needed. Their expertise and guidance will be instrumental in advising the onsite head on L1 temporary hiring spikes as required.

Duties And Responsibilities

• Proactively explore automation and efficiency-improving measures tailored for CSN's support services, presenting recommendations to senior leadership to enhance service delivery
• Participate in or lead new technology adoption endeavors within CSN to expand and enhance the support services offered to its customers
• And facilitate the installation, maintenance, and optimization of IT systems, hardware, and software to ensure seamless operations for clients within CSN
• Cultivate and maintain exceptional customer satisfaction for CSN's clients by promptly addressing their support needs and ensuring efficient issue resolution
• Serve as a liaison between the onsite team and remote help desk, ensuring seamless communication and collaboration for optimum customer support at CSN
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice
• Oversight of service tickets and projects: Provide consistent oversight on the progress of service tickets and projects, ensuring adherence to CSN's service level agreements and customer expectations
• Establish operations review structure: Implement an operations review structure to gather crucial insights on customer experience, SLA performance, ticket aging, and adherence to best ticket practices within CSN
• Lead and motivate the support team to deliver world-class customer service and satisfaction. Spearhead initiatives that enhance team productivity and service quality
• Perform strategic hiring, mentorship, and training of the support team, fostering professional growth and expertise

Qualifications

Education

• ITIL Certification, or PMP Certification, a plus
• Bachelor’s degree in Information Technology, Computer Science, or a related field from an accredited college or university, Master’s degree preferred
• In lieu of undergraduate degree, the ratio is 1:1 - meaning one year of college equals one year of work experience and vice versa

Experience

• Customarily has at least 7 years of job-related experience in tech industry or related field
• Customarily has at least 3 years of manager/director experience leading a team of 10 or more in a help desk IT environment

Skills/Attributes

• Ability to develop a profound understanding of CSN's educational institutions and learning centers, enabling effective support aligned with their specific needs
• Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customer’s language. Ability to field questions with concise, well-constructed responses
• Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
• Synoptek core DNA behaviors:
• Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
• OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
• Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment

Working Conditions

We live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.

Work is performed primarily in an office or remote environment. May be subject to time constraints and tight deadlines. May require occasional travel.

EEO Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.