Director of Global Support Services (Remote, AI-Driven)

Harris Computer; South Dakota; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Travel opportunities

Competitive benefits

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to join its management team. This remote role welcomes candidates anywhere in Canada and the US with travel up to 25% as needed.

The role drives operational excellence, enhances customer experience, and leads the Support organization to deliver services to the existing customer base. The ideal candidate will have a strong customer focus and extensive leadership experience in a multi-level support environment, with a proven track

Qualifications

• Bachelor's degree required.
• 5+ years of management experience in customer or technical support.
• Experience leading managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving improvements via metrics and process optimization.
• Experience with AI and automation is preferred.

Responsibilities

• Direct and lead the Support team for proprietary software.
• Select, develop, coach, and evaluate team members at multiple levels.
• Identify and implement opportunities to improve service delivery and efficiency.
• Manage escalations and ensure timely service recovery.
• Coordinate with R&D, Professional Services, Sales and other teams to resolve inquiries.
• Execute strategic initiatives with senior leadership and maintain scalable processes.
• Monitor key operational metrics and drive continuous improvement.
• Prepare budgets, accruals, and forecasts and collaborate on billings.

Skills

Leadership

Customer focus

Operations management

Data-driven decision making

AI adoption

Strategic planning

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to join its management team. This remote role welcomes candidates anywhere in Canada and the US with travel up to 25% as needed.

The role drives operational excellence, enhances customer experience, and leads the Support organization to deliver services to the existing customer base. The ideal candidate will have a strong customer focus and extensive leadership experience in a multi-level support environment, with a proven track