Director, Support Operations

Propio Language Services is a provider of the highest quality interpretation, translation, and localization services. Our people take pride in every resource we offer, and our users always have access to the best technology, support, and experience. We are driven by our passion for innovation, growth, and connecting people. If you believe in the transformative power of technology-driven solutions and meaningful communication, Propio could be the ideal place for you. This role is located in our Overland Park, KS office.

We’re seeking an experienced Director, Support Operations, who will be responsible for leading and managing a team of technical support technicians in providing exceptional customer service to end-users. This is a hands-on job; the right candidate will participate in issue resolution, triage and drive a culture of quick and accurate resolutions to customer issues. They will ensure that all customer inquiries are properly addressed, resolved in a timely manner, and escalated when needed. The Director will also be responsible for overseeing the daily operations of the technical support team, creating reports on its performance, and reviewing existing processes to identify areas of improvement.

Requirements

Responsibilities:

• Oversee day-to-day operations of the technical support team
• Actively participate in hands on activities with the support team
• Provide leadership, guidance, and direction to staff members
• Monitor ticketing system activities to ensure customer inquiries are managed promptly and efficiently
• Support the queue and respond to tickets as needed and serve as an escalation point for customers
• Service Owner for Propio’s ITSM systems
• Build internal and external SLAs with data mining and future analytics in mind
• Review existing processes/tools regularly to identify areas requiring improvement or optimization
• Create standard operating procedures (SOPs) for resolving common issues or tasks within the organization
• Prepare reports on team performance metrics such as response times and resolution rates
• Train new employees on company systems/software packages used by technical teams

Qualifications

• Bachelor’s degree in engineering preferably in Computer Science (or related field), or equivalent experience
• 5+ years’ experience working in a technical support role
• 3+ years’ managerial experience leading a tech support team
• Understanding of industry benchmarks for SLA’s regarding response time, escalation time, first contact closure, and closure rate
• In depth knowledge of computer software programs & network systems
• Proficient with various ticketing systems & helpdesk technologies
• Excellent problem-solving skills & ability to stay organized under pressure
• Outstanding communication & interpersonal skills