Director - Technology Support Services

Wesco; Ashburn (VA); On-site; USD 139,693 - 244,463; Full time

Benefits offered by this job

Benefits package

Job summary

Wesco in Suwanee, GA seeks a Director of Technology Support Services to lead a team of experienced professionals delivering technical expertise to internal and external customers. You will set measurable annual objectives for your team and drive strategic initiatives.

The role emphasizes building robust processes, managing KPIs, and presenting to senior management. Occasional travel up to 25% is required, with a generous compensation package and benefits.

Qualifications

• Bachelor's degree required; field of Engineering or Information Technology preferred
• Licenses/Certificates/Designations – based on field of technical expertise
• 13+ years of experience in the technical field of expertise in design, implementation and/or commissioning
• 2 years of experience of leading a team of at least 6 direct reports preferred
• AutoCAD 2D or iBwave or JVSG preferred
• BICSI RCDD and OSP or NTS or DCDC or industry equivalent preferred
• Customer-centric mindset
• Strong leadership skills and team development
• Strong presentation skills to external and internal audiences, including senior management
• Proficiency with computer skills including Microsoft Outlook, Word, Excel, and PowerPoint
• Ability to travel up to 25%

Responsibilities

• Responsible for planning, budgeting, administration, and management of team capacity, operations, and strategic and operational projects, and initiatives.
• Provides technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts/managers.
• Oversees the vendor training activities for team and others within the TSS organization.
• Develops and approves processes, procedures and policies for continual improvements.
• Maintains reporting of key performance indicators (KPI), analysis of KPI's and reporting to senior management.
• Develops, reviews, and approves customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Coaches & mentors a team of experienced technical professional or manager level employees.
• Communicates with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
• Delivers presentations to Senior Management level and at industry events / tradeshows.

Skills

Leadership

Team management

Performance management

Vendor training

KPI reporting

Documentation

Communication

Travel planning

Education

Bachelor's degree in Engineering or Information Technology

Tools

AutoCAD 2D

iBwave

JVSG

BICSI RCDD

OSP

Job description

Job Description

As the Director - Technology Support Services (TSS), you will provide leadership and oversee a team of experienced technical professional employees or managers; this team will provide technical expertise to internal and external customers. You will be responsible for setting and ensuring measurable annual individual performance objectives for their team.

Job Description

As the Director - Technology Support Services (TSS), you will provide leadership and oversee a team of experienced technical professional employees or managers; this team will provide technical expertise to internal and external customers. You will be responsible for setting and ensuring measurable annual individual performance objectives for their team.

Responsibilities

• Responsible for planning, budgeting, administration, and management of team capacity, operations, and strategic and operational projects, and initiatives.
• Provides technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts/managers.
• Oversees the vendor training activities for team and others within the TSS organization.
• Develops and approves processes, procedures and policies for continual improvements.
• Maintains reporting of key performance indicators (KPI), analysis of KPI's and reporting to senior management.
• Develops, reviews, and approves customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Coaches & mentors a team of experienced technical professional or manager level employees.
• Communicates with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
• Delivers presentations to Senior Management level and at industry events / tradeshows.

Qualifications

• Bachelor's degree required; field of Engineering or Information Technology preferred
• Licenses/Certificates/Designations – based on field of technical expertise
• 13+ years of experience in the technical field of expertise in design, implementation and/or commissioning
• 2 years of experience of leading a team of at least 6 direct reports preferred
• AutoCAD 2D or iBwave or JVSG preferred
• BICSI RCDD and OSP or NTS or DCDC or industry equivalent preferred
• Customer-centric mindset
• Strong leadership skills and team development
• Strong presentation skills to external and internal audiences, including senior management
• Proficiency with computer skills including Microsoft Outlook, Word, Excel, and PowerPoint
• Ability to travel up to 25%

Compensation Details: $139,693 - $244,463 Annually

This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.

For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.

• In addition, Wesco offers abenefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans.
• Additional details about benefits are available here.

About The Team

At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on.

Our Company's greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits and active community engagement, we create an environment where every team member has the opportunity to thrive.

Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500 company.

Wesco International, Inc., including its subsidiaries and affiliates ("Wesco") provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender