Director, Technical Support

Summary

Join Rackspace Technology as our Director of Technical Support, leading and directing post-sales services and support for healthcare clients. You will manage customer retention, analyze operational processes, and develop service delivery improvements. Responsibilities include personnel selection and evaluation, executing business plans, and leading transformational programs. You will collaborate across the organization, facilitate technology strategy, and contribute to business strategy development. This role requires a Bachelor's degree (or equivalent experience) and 10 years of relevant work experience, including 5 years in direct people management. The ideal candidate will possess advanced knowledge of customer service management and experience in managing cloud environments.

Requirements

• Bachelor's Degree required
• 10 years of relevant work experience
• Minimum of 5 years of experience in direct people management experience
• Advanced knowledge of the principles of customer service management and delivery
• Experience in managing Infrastructure, Private Cloud and Public Cloud environments

Responsibilities

• Provide leadership and direction through managers, senior managers and senior professional staff
• Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization
• Review SLA claims
• Develop and manage service with speed and accuracy and all client/customer service delivery issues are resolved
• Select, develop, and evaluate personnel to ensure the efficient operation of the function
• Accountable for the performance and results of a functional area, team or region
• Execute business plans and contributes to the development of sub-functional strategy
• Lead collaboration across the organizational sub-function and sometimes the organizational function to develop and implement strategies that are tied to the achievement of organizational function, sub-function, and company objectives
• Lead transformational programs at the organizational sub-function level to directly impact the achievement of company objectives
• Serve as a leader in resolving customer escalations and developing process and strategy for customer retention
• Facilitate technology strategy and analyzes industry and market trends to determine potential impact to the organizational function and sub-function
• Assist in defining strategy and supervises the development of the organizational sub-function plan and governance needed to implement and manage enterprise architecture domain designs and technology standards by product line or platform to support strategy and company objectives
• Provide input to business strategy development
• Assist executives and/or senior directors in defining organizational goals and strategic plans

Preferred Qualifications

• Master's degree in related field preferred
• Experience in Healthcare Industry and Global Delivery, Operations Support- Preferred