Director, Service & Support – Technology Operations

Jobtailor; Seattle (WA); On-site; USD 140,000 - 190,000; Full time

Job summary

Jobtailor in Seattle, WA is seeking a senior leader to own end-to-end Service & Support operations, defining SLA accountability across all support channels and gathering insights to improve the landscape.

You will develop and maintain a detailed strategic roadmap, partner with Engineering, HAM & Depot, and Program & Portfolio Management leaders, define and track KPIs, and lead the Service Desk and Field Support teams to deliver exceptional service.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or a related field
• Master's degree or MBA preferred
• Minimum of 5 years of experience in technology operations or IT service management
• Proven track record of managing Service Desk and/or field support operations at scale
• Excellent Leadership traits
• Strong technical background with broad experience across software, hardware and network
• Excellent problem-solving, strategic thinking, and analytical skills
• Exceptional communication and presentation skills
• Working knowledge of AI and its practical application to Service & Support operations.

Responsibilities

• Own end-to-end Service & Support operations
• Define and drive SLA accountability across all support channels
• Gather customer and business partner insights and analyze the existing support landscape
• Develop and maintain a detailed strategic roadmap for Service & Support operations
• Partner closely with the Engineering & Technology Solutions, HAM & Depot, and Program & Portfolio Management leaders
• Define and track key performance indicators (KPIs) and Service Level Agreements (SLAs)
• Foster strong relationships with application development and engineering teams
• Lead and develop the Service Desk and Field Support leaders on the team.

Skills

Leadership

Problem-Solving

Strategic Thinking

Analytical Skills

Communication Skills

Presentation Skills

AI Application Knowledge

Education

Bachelor's Degree

Master's Degree

MBA

Tools

Technology Operations

IT Service Management

Software Experience

Hardware Experience

Network Experience

AI Application Knowledge

Job description

• Own end-to-end Service & Support operations
• Define and drive SLA accountability across all support channels
• Gather customer and business partner insights and analyze the existing support landscape
• Develop and maintain a detailed strategic roadmap for Service & Support operations
• Partner closely with the Engineering & Technology Solutions, HAM & Depot, and Program & Portfolio Management leaders
• Define and track key performance indicators (KPIs) and Service Level Agreements (SLAs)
• Foster strong relationships with application development and engineering teams
• Lead and develop the Service Desk and Field Support leaders on the team.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or a related field
• Master's degree or MBA preferred
• Minimum of 5 years of experience in technology operations or IT service management
• Proven track record of managing Service Desk and/or field support operations at scale
• Excellent Leadership traits
• Strong technical background with broad experience across software, hardware and network
• Excellent problem-solving, strategic thinking, and analytical skills
• Exceptional communication and presentation skills
• Working knowledge of AI and its practical application to Service & Support operations.

Core Competencies

Demonstrates expertise in managing Service Desk and Field Support operations, with a strong focus on defining SLAs, tracking KPIs, and fostering collaboration with engineering teams. Possesses a solid technical background and strategic thinking skills to enhance Service & Support operations through data-driven insights and effective leadership.

Highest-signal resume keywords

• Service Desk Management
• Field Support Operations
• SLA Accountability
• KPI Tracking
• Leadership

ATS Optimization Keywords

Hard Skills

• Technology Operations
• IT Service Management
• Software Experience
• Hardware Experience
• Network Experience
• AI Application Knowledge

Soft Skills

• Problem-Solving
• Strategic Thinking
• Analytical Skills
• Communication Skills
• Presentation Skills

Certifications & Qualifications

• Bachelor's Degree
• Master's Degree
• MBA