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GovWorx

AI That Elevates the Impact of ALL Responders

Director, Support Services

DirectorDirectorFull TimeRemoteLeadTeam 11-50Since 2023H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

26 days ago

Salary

$120K - $145K / year

Seniority

Lead

Bachelor Degree10 yrs expEnglish

Job Description

Director, Support Services

GovWorx

• 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.

Job 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.
  • 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.
  • 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.

Benefits

  • Offers Bonus
  • Benefits
  • Flexible Time Off

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