Director of Support Services - Remote & AI-Driven Leadership

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

Benefits offered by this job

Vacation time

Personal days

Medical benefits

Stock ownership

401k matching

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and drive excellence in service delivery for our proprietary software. This remote role welcomes candidates in the US and Canada, with travel required approximately 25% to client sites and conferences.

A passport and eligibility to travel are required. The ideal candidate has 5+ years of management experience in customer/technical support, strong leadership, and a track record of implementing

Qualifications

• Bachelor's degree required.
• 5+ years of management experience in a customer support or technical support environment.
• Experience leading managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.

Responsibilities

• Direct/lead the Support team for proprietary software.
• Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
• Identify and implement opportunities to improve service delivery, operational efficiency, and customer value.
• Manage and delegate customer escalations, ensuring timely service recovery and resolution.
• Liaise between customers, R&D, Professional Services, Sales, and internal teams to resolve inquiries.
• Partner with the Vice President to execute strategic initiatives for Support and Managed Services.
• Establish, document, and maintain scalable operational processes to support growth.
• Monitor and report on key operational metrics and drive data-driven improvements.
• Meet and exceed company metrics and budgets.
• Collaborate with Finance to prepare billings.
• Develop and maintain operational documentation and SOPs.
• Improve customer experience and expand offerings.
• Lead adoption of AI and automation to boost productivity.

Skills

Leadership

Communication

Problem-solving

Metrics-driven

AI & automation experience

Education

Bachelor's degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and drive excellence in service delivery for our proprietary software. This remote role welcomes candidates in the US and Canada, with travel required approximately 25% to client sites and conferences.

A passport and eligibility to travel are required. The ideal candidate has 5+ years of management experience in customer/technical support, strong leadership, and a track record of implementing