Remote Director of Support Services & AI Innovation

Harris Computer; New Hampshire; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

3 weeks vacation

Medical, Dental, and Vision benefits

Employee stock ownership and RRSP/401k

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and drive customer value. The role emphasizes operational excellence, service delivery, and proactive management of escalations across our proprietary software.

The successful candidate will have strong leadership skills, 5+ years managing multi-level teams, and experience leveraging AI/automation to improve workflows.

Qualifications

• Bachelor's Degree required.
• 5+ years of management experience in a customer or technical support environment.
• Experience leading managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives.
• Experience leveraging AI and automation to improve business processes is preferred.
• Utility/Billing experience is an asset.

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, when necessary, ensuring timely service recovery and resolution.
• Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries.
• Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations.
• Establish, document, and maintain scalable operational processes to support business growth.
• Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making.
• Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs).
• Prepare monthly and annual updates for budgets, accruals, and forecasts.
• Collaborate with the Finance Department to prepare annual and monthly billings for the customer base.
• Develop and maintain operational documentation, knowledge management practices, and standard operating procedures.
• Continually seek opportunities to improve customer experience and expand service offerings.
• Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency.
• Approve and track third-party invoices for Maintenance renewals and new name sales.
• Manage employee expense approvals.
• Experience working with senior leadership, both internal and external.
• Travel to customer sites, conferences, and company meetings as required.

Skills

Leadership

Organization

Communication

Problem-solving

Operational improvement

AI & automation

Utility/Billing knowledge

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and drive customer value. The role emphasizes operational excellence, service delivery, and proactive management of escalations across our proprietary software.

The successful candidate will have strong leadership skills, 5+ years managing multi-level teams, and experience leveraging AI/automation to improve workflows.