Director, Support Services

GovWorx

5d•Remote

About The Position

GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation. We are seeking a hands-on leader to own and scale our Customer Support & Operations function, ensuring fast, reliable, and high-quality support across all customer environments. This role leads Help Desk and Technical Support, manages escalations, and drives prioritization across Engineering, Product, and Technical Services. The ideal candidate brings strong operational discipline, team leadership, and practical technical troubleshooting skills, with the ability to balance real-time support demands and continuous improvement in a mission-critical environment.

Requirements

6–10 years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or technology environment.
2–5 years of experience managing or leading support teams, including Tier 1 (Help Desk) and/or Tier 2 support.
Hands-on experience managing ticketing systems and support workflows (e.g., Zendesk, Jira, Freshdesk, or similar).
Proven ability to manage ticket queues, backlogs, and prioritization in a fast-paced environment.
Experience handling customer escalations and critical incidents, with strong judgment and problem-solving skills.
Familiarity with 24/7 support models, on-call rotations, or after-hours escalation processes.
Working knowledge of incident management, SLAs, and support performance metrics.
Demonstrated ability to perform mid-level technical troubleshooting, including diagnosing issues using logs, identifying configuration or integration problems, and isolating root causes prior to escalation.
Experience collaborating with Engineering, Product, and Technical teams to resolve issues and improve systems.
Strong organizational skills with the ability to balance multiple priorities and shifting demands.
Ability to analyze support trends and drive process improvements.
Experience developing or maintaining support documentation, SOPs, and knowledge bases.
Comfortable working in technical environments (APIs, integrations, SaaS platforms), without requiring deep engineering expertise.
Strong communication skills, with the ability to clearly convey technical issues to both technical and non-technical stakeholders.
Bachelor’s degree or equivalent practical experience.
Must be able to pass FBI fingerprinting and background checks in multiple states.

Nice To Haves

Preferred experience using AI-enabled support tools, automation platforms, or workflow optimization technologies to improve support team efficiency, accelerate ticket triage, strengthen knowledge management, and reduce manual administrative effort.

Responsibilities

Lead and scale a multi-tiered Customer Support organization, including Help Desk (Tier 1) and Technical Support (Tier 2).
Own and manage 24x7x365 support operations, including after-hours and emergency escalation coverage.
Oversee Help Desk performance to ensure timely triage, response, and resolution of customer issues.
Act as the senior escalation point for critical incidents and high-impact customer issues.
Own the end-to-end ticket lifecycle, ensuring issues are tracked, prioritized, and resolved efficiently.
Establish and manage a structured support backlog with clear prioritization and accountability.
Partner closely with the Client Account Management team to ensure customer issues are clearly understood, properly prioritized, and driven to timely resolution, with strong communication back to the customer-facing team throughout the support lifecycle.
Define and enforce SLAs, response times, and support standards.
Partner with Engineering, Product, and Technical Services to prioritize and resolve issues.
Ensure clear documentation and communication of issues to drive efficient cross-functional resolution.
Monitor and report on key support metrics, including response time, resolution time, and backlog health.
Drive continuous improvement of support processes, workflows, and tools.
Identify, implement, and promote the use of AI-enabled tools, automation, and workflow improvements to increase support team efficiency, reduce manual effort, accelerate ticket triage and resolution, and improve the overall customer support experience.
Develop and maintain support documentation, playbooks, and standard operating procedures.
Lead, mentor, and develop a high-performing support team with strong accountability and responsiveness.
Conduct root cause analysis on recurring issues and drive long-term solutions and product improvements.
This person must be willing and able to receive escalations after hours, and assist the team with incoming issues as needed.