Director, Service & Support – Technology Operations

• Own end-to-end Service & Support operations
• Define and drive SLA accountability across all support channels
• Gather customer and business partner insights and analyze the existing support landscape
• Develop and maintain a detailed strategic roadmap for Service & Support operations
• Partner closely with the Engineering & Technology Solutions, HAM & Depot, and Program & Portfolio Management leaders
• Define and track key performance indicators (KPIs) and Service Level Agreements (SLAs)
• Foster strong relationships with application development and engineering teams
• Lead and develop the Service Desk and Field Support leaders on the team.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or a related field
• Master's degree or MBA preferred
• Minimum of 5 years of experience in technology operations or IT service management
• Proven track record of managing Service Desk and/or field support operations at scale
• Excellent Leadership traits
• Strong technical background with broad experience across software, hardware and network
• Excellent problem-solving, strategic thinking, and analytical skills
• Exceptional communication and presentation skills
• Working knowledge of AI and its practical application to Service & Support operations.

Core Competencies

Demonstrates expertise in managing Service Desk and Field Support operations, with a strong focus on defining SLAs, tracking KPIs, and fostering collaboration with engineering teams. Possesses a solid technical background and strategic thinking skills to enhance Service & Support operations through data-driven insights and effective leadership.

Highest-signal resume keywords

• Service Desk Management
• Field Support Operations
• SLA Accountability
• KPI Tracking
• Leadership

ATS Optimization Keywords

Hard Skills

• Technology Operations
• IT Service Management
• Software Experience
• Hardware Experience
• Network Experience
• AI Application Knowledge

Soft Skills

• Problem-Solving
• Strategic Thinking
• Analytical Skills
• Communication Skills
• Presentation Skills

Certifications & Qualifications

• Bachelor's Degree
• Master's Degree
• MBA