Director - Support - FireHost - Dallas

Job description
The Director of Support will be responsible for the management of a global team of engineers working to deliver exceptional service to our customers in a dynamic 24/7/365 service provider environment. The ideal candidate will be customer focused and able to think on their feet.
Essential Duties and Responsibilities (Additional duties may be assigned as required.)
Accountable for the quality of service that we deliver to our customers through global 24*7*365 teams of L1, L2 and L3 Linux and Windows engineers
Develop and then deliver an overall Support strategy plan that ensures we stay one step ahead of our growth
Take ownership of customer escalations until resolution and satisfaction of the customer
Management of major incidents ensuring outstanding customer communication and cohesion of all teams within the Service Delivery organization
Review any customer impacting service outages, produce and deliver customer facing Root Cause Analysis (RCA) reports
Produce and deliver reports when required i.e. Monthly Account Review, Service Improvement Plans etc.
Assist with the evaluation of new or improved technologies, on a regular basis, for the purpose of replacing or upgrading existing Support tools
Manage service credits where necessary
Management of overall Support staffing plans and budget
Oversee and coordinate the activities of Support engineers supporting critical production environments
Manage and report on the activities and performance of the Support team
Evaluate and update Support policies and procedures as appropriate
Ensure Support staff follow policies and procedures
Work Environment
The noise level in the work environment is usually low to moderate. The work environment may be in either an office setting, at the company’s data center or at a third party location for training.
Desired Skills and Experience
Required Skills
Passionate about customers - Strong desire to put the customer at the heart of every decision they make
Tenacity – Owns issues until their full resolution and customer’s satisfaction
Methodical, logical and focused decision making process in both tactical and strategic situations. Ability to remain calm and collected under pressure
Expertise and thorough operational experience in managing large scale Support teams within a Service Provider environment
Staff management and development, ensuring we remain engaged with all of our staff
Builds strong relationship with internal departments and external customers
Excellent written and verbal communication skills with strong attention to detail
Creative thinker, able to deliver against customer expectations within the boundaries of the FireHost Secure Cloud product set
A willingness to work unsociable hours as demanded by the role
Able to handle private and confidential information with due care and attention
Education and/or Experience
Senior management of a 24*7 Support organization within the hosting or managed service provider industry (preferred)
Bachelors Degree (preferred)
Minimum ten years working in hosting or managed service provider industry (preferred)
ITIL certification (preferably to Manager level)
Associates Degree or Bachelor’s Degree (preferred)

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