Director, Technology Operations

Open Text Corporation • Gaithersburg, MD

2d • $125,520 - $175,520

About The Position

Reporting to the Senior Director, the Director, Telecom Operations will play a pivotal leadership role in shaping and elevating our L1 and L2 Service Desk functions. This position is responsible for driving the vision, strategy, and performance of the IT Service Desk organization, ensuring a seamless, efficient, and customer-centric support experience. As a key leader, you will inspire high-performing teams, optimize operational excellence, and champion continuous improvement initiatives that enhance service quality, strengthen customer satisfaction, and support the organization's evolving business objectives.

Requirements

• English communication skills, both written and verbal
• Strong independent problem solving and decision-making abilities
• Ability to work individually as well as contribute to a global team environment
• Proficient with both MAC and all Windows operating system software and hardware
• Advanced troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
• Organized with an ability to prioritize multiple projects and tasks in a fast-paced environment
• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities

Responsibilities

• Leading help desk managers, supervisors, and support staff
• Setting performance expectations and career development plans
• Building a customer-focused support culture
• Ensuring users receive timely and effective support
• Monitoring service levels (SLAs) and customer satisfaction
• Overseeing ticket queues, response times, and resolution rates
• Developing the vision and roadmap for support services
• Identifying opportunities for automation and self-service
• Aligning help desk services with business objectives

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401k
• Paid holidays
• Vacation entitlement
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed