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Technical Support Director

Sophos

Milano

Ibrido

EUR 90.000 - 130.000

Tempo pieno

3 giorni fa
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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
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