Technical Support Director

Sophos; Milano; Ibrido; EUR 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

A leading technology company seeks a Director of Technical Support for the EMEA region to enhance customer experience and manage multi-lingual support teams. The role involves driving team performance, improving service structures, and collaborating with sales and product leadership for optimal support delivery.

Servizi

Innovative and fun-loving team spirit

Employee-led diversity and inclusion networks

Competenze

• At least 6 years in a senior leadership role.
• Fluency in English and at least one additional language (French, Spanish, or Italian).
• Strong financial management skills.

Mansioni

• Lead, motivate, and coach support teams for high-quality service delivery.
• Develop processes for managing schedules, workloads, response times, and quality standards.
• Monitor KPIs, including customer satisfaction.

Conoscenze

Leadership

Customer Service

Process Improvement

Communication

Formazione

Bachelor’s Degree in Computer Science

Descrizione del lavoro

The Director of Technical Support - EMEA is responsible for executing the Global Support & Services strategy to improve customer and partner experience, ultimately supporting growth in sales and revenue. We seek a results-oriented professional to manage our multi-lingual technical support teams, covering all aspects from customer interaction to process development, and providing tools and leadership to enhance the support experience. The ideal candidate is a metrics-driven leader with a proven track record in leading support business units, improving processes, coaching teams, and creatively solving challenges in a high-growth, product-driven technology environment. They should learn from reactive support issues and proactively prevent future cases, fostering a fun and motivating environment that attracts top talent.

What You Will Do

• Develop and sustain a customer and partner-focused culture that contributes to organizational success
• Lead, motivate, and coach support teams to ensure high-quality service delivery
• Evaluate and improve the support service structure for the EMEA region in collaboration with colleagues
• Mentor and develop a high-performance support team; attract, recruit, and retain top talent; promote career development
• Create an atmosphere of trust, leverage diverse viewpoints, and foster dialogue, improvement, and innovation
• Manage performance processes, including development plans and evaluations
• Implement strategies to improve productivity through process, method, and tool enhancements
• Communicate effectively with global support teams and share best practices
• Maintain strong relationships with internal stakeholders such as Sales and Product Leadership to optimize support levels
• Partner with EMEA Sales leadership to keep them informed of support issues affecting their partners and customers
• Lead resolution efforts for escalated issues involving high-priority accounts
• Monitor KPIs, including customer satisfaction, and ensure feedback is used for continuous improvement
• Manage budgets, resource planning, and capacity planning effectively
• Build relationships with educational institutions to develop future talent familiar with Sophos products
• Develop processes for managing schedules, workloads, response times, and quality standards
• Oversee support engineer queues and escalate issues as needed
• Champion employee experience initiatives and celebrate team successes

What You Will Bring

• Bachelor’s Degree in Computer Science or similar, with at least 6 years in a senior leadership role
• Fluency in English and at least one of the following: French, Spanish, or Italian
• Experience partnering with leadership to set goals and drive results
• Proven ability to implement and execute sales and business strategies
• Experience leading and managing teams directly
• Ability to oversee end-to-end initiative execution
• Strong financial management skills, including budgeting and resource planning
• Excellent communication skills to influence policy and negotiate with stakeholders

LI-Hybrid

What's Great About Sophos?

• Our innovative and fun-loving team spirit
• Employee-led diversity and inclusion networks that foster community