(Remote) Director of Support and Managed Services
About The Position
Cayenta, a division of Harris, is seeking a Director of Support and Managed Services to join its management team. This individual will be a highly energetic self-starter responsible for leading the Support and Managed Services teams, driving operational excellence, improving the customer experience, and ensuring the successful delivery of support services. This is a remote role open to candidates anywhere in Canada and the US, requiring approximately 25% travel. Candidates must possess a valid passport and be eligible for international travel to Canada, the US, and the Caribbean. The role emphasizes an AI & Innovation Mindset, encouraging the adoption and leveraging of AI tools for improved workflows and efficiency.
Requirements
- Bachelor's Degree.
- 5+ years of management experience in a customer support or technical support environment.
- Demonstrated 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.
- Candidates must hold a current, valid passport and be legally eligible to travel internationally.
- Must be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.
Nice To Haves
- Experience leveraging AI and automation to improve business processes is preferred.
- Utility/Billing experience is an asset.
Responsibilities
- Direct/lead the Support and Managed Services teams 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.
Benefits
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work
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What This Job Offers
Job Type
Full-time
Career Level
Director
