Technical Support Director
Posted on 3/12/2024
INACTIVE
Incident IQ

51-200 employees

K-12 help desk software
Company Overview
Incident IQ's mission is to transform K-12 workflows by digitizing service delivery to empower students, teachers, and support teams. The company operates a platform to streamline help desk ticketing, IT asset management, maintenance work orders, and more.
Data & Analytics
Education

Company Stage

N/A

Total Funding

N/A

Founded

2016

Headquarters

Atlanta, Georgia

Growth & Insights
Headcount

6 month growth

18%

1 year growth

33%

2 year growth

90%
Locations
Atlanta, GA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
CategoriesNew
IT & Security
IT Project Management
IT Support
Requirements
  • 5+ years of experience leading remote teams in a customer or technical support setting
  • Bachelor's degree in business administration, information technology, or any relevant field
  • Effective communicator with the ability to manage and implement change
  • Empathize with customers and convey confidence
  • Demonstrated expertise in improving and scaling Technical Support processes, personnel, and methodologies
  • Analytical and data-driven thinker
  • Experience working in a SAAS environment
Responsibilities
  • Manage the day-to-day operations of a core team within the Support organization
  • Ensure standard operating procedures are built in a repeatable fashion to prevent escalations and delight customers
  • Lead the charge in developing and growing a world-class support organization
  • Manage performance and growth plans of team members
  • Service client management escalations and collaborate with other departments
  • Develop, measure, and manage customer support metrics such as quality of service, close rates, response times, and CSAT
  • Communicate and develop relationships with the Product, Development, and Sales teams
  • Explore and implement additional support modalities as needed
  • Develop and maintain a centralized repository of frequently asked questions and best practices