Director Of Services & Support
Current-Supervise the Services and Support teams -Lead and develop team leads as leaders in the organization providing them with the tools, resources, and training for professional development needed to be effective in their role -Lead a team of service professionals to support thousands of end users as the IT department for more than 100 businesses in the Seattle Area. -Prepare and provide reporting on key metrics and work to set goals and hold team members accountable to those goals -Actively engage existing clients to ensure quality of services and customer retention -Ensure the team maintains an average client satisfaction scores above 95% -Work to continually develop each team member to create a high performing, effective and “customer first” team; commit to working together as one team, exceed service expectations by developing positive and collaborative relationships-Participate as a key member of the leadership team and help to define business and operational strategy for success of the company -Participate in the development of corporate strategy, policies and processes-Develop processes and investigate supporting systems (PSA/RMM) to gain efficiencies, improve the quality of our delivery, and reduce pressure on technical staff-Collaborate with all internal teams to improve processes, handoffs between teams, and communication-Project management for client onboarding and improvement projects -Ensure that all projects are completed within scope, on-time and under-budget, every time.
