Director of Service Desk

Position Summary: 

The Director of Service Desk is focused on elevating our partners’ experience by managing and developing the teams that support the Pax8 platform directly.  Building teams and leaders of high performing, diverse individuals that put the partner experience first is a core competency of the director role.  The Director of Service Desk looks to the future, focusing on the support strategic vision and Pax8 partner experience.  They are responsible for all things related to their teams’ service, efficiency, growth and experience, and understand current capacities while forecasting future growth and needs. 

Essential Responsibilities (includes, but is not limited to):

• Service Management and Quality Control
  • Cultivate and Preserve a productive culture around purpose, efficiency, and meeting utility
  • Monitor and React to the Service Desk team’s performance, taking appropriate measures to ensure world-class service
  • Investigate and Respond to feedback around team workflows, service design, and process
  • Create, Monitor, and Standardize metrics for team performance, service quality, and interactions across Pax8 teams
  • Define department standards and implement tools & process to drive accountability to these standards
  • Hire and mentor managers and team leads
  • Collaborate with leadership to surface team and individual needs to improve efficiency
• Planning and Forecasting
  • Monitor and React to resource and personnel needs
  • Collaborate and Assist with employee selection and hiring
  • Develop and Report models for team forecasting, employee churn, and growth to align with Pax8 strategic growth
• Team & Employee Development
  • Track and Take Action on employee goals, interests, and strengths, and correlate these to advancement and learning opportunities
  • Drive accountability and healthy team performance, taking necessary action to manage both individuals and teams
  • Train and Mentor leadership talent; develop management skills and act as a mentor for leadership growth
  • Schedule and Execute 1 on 1’s with direct reports; develop goals, provide direction, track progress, and remove obstacles.
  • Curate and Maintain a healthy employee and workplace experience
  • Create promotional paths, team improvement plans, and learning & certification objectives, along with the tools to track eligibility & progress
  • Develop and Deploy training to ensure teams are prepared with knowledge and a healthy support structure
  • Oversee and React to employee onboarding needs and collaborate with training resources when necessary

Ideal Skills, Experience, and Competencies:

• 10 years experience in a customer facing support role, ideally supporting a SaaS application in the IT services application space
• 5 years of experience in a customer support leadership role
• Exceptional leadership and team management skills
• Strong customer service skills, with a passion for delivering exceptional service and support
• Excellent problem-solving and conflict resolution skills
• Solid understanding of customer support processes and best practices
• Proficient in using customer support software and tools
• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and team members at all levels of the organization
• Ability to work in a fast-paced and dynamic environment and manage multiple priorities
• Strong analytical skills, with the ability to analyze data and use it to drive decision making
• Proven track record in driving improvements in customer support operations and performance

Required Education & Certifications:

• B.S./B.A. degree in related field or equivalent work experience is preferred
• At least five (5) years of relevant experience in customer service leadership is preferred

Compensation:

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