Director of Technical Support

Department: Professional Services

Reporting to: VP of Professional Services

 

The Dir. of Technical Support at Solutionz plays a pivotal role in providing leadership, technical expertise, and guidance to the technical support team within the audiovisual industry. This position oversees both the Help Desk Technicians, via the Technical Support Manager, and a group of Subject matter experts called Support & Solutions Engineers, while also collaborating closely with Field Support Technicians and regional leaders to ensure operational effectiveness and continuity in field support delivery. The Dir. of Technical Support contributes to support team, fosters a culture of continuous improvement and best practices while championing our team ‘CREDO’!

 

Team CREDO: “a QUICK response from TALENTED people who CARE about you”

 

Responsibilities:

 

1. 25%Team Leadership and Technical Oversight: Lead and manage a team of Help Desk Technicians and Support & Solutions Engineers. Provide technical expertise, guidance, and mentorship for complex AV-related issues. Ensure the team's proficiency in diagnosing, troubleshooting, and resolving technical challenges.

 

2. 20%Training and Development: Work with your Technical Support Manager to deliver training programs for both the Help Desk Technicians and Support & Solutions Engineers. Conduct workshops and knowledge sharing sessions to enhance the team's skills.

 

3. 10%Performance Management: Set clear performance objectives for the technical support team, provide regular feedback, and conduct performance evaluations. Foster a collaborative and supportive team environment to optimize technical expertise sharing.

 

4. 10%Operational Excellence for Field Support: Collaborate with regional leaders and Field Support Technicians to ensure adherence to operational best practices. Facilitate communication between the Technical Support team and Field Support Technicians to drive consistency and excellence in field support delivery.

 

5. 10%Support Strategy Enhancement: Analyze support trends, customer feedback, ‘FRESH Desk’ and ‘FRESH Caller’ operational efficiency and performance metrics to refine the support strategy. Ensure efficient case handling, timely resolution, and high levels of customer satisfaction.

 

6. 10%Collaboration and Communication: Collaborate cross-functionally with the Customer Support Manager, Customer Success Manager Team, with other various departments to ensure seamless support operations, alignment with service offerings, and customer satisfaction. Communicate effectively with stakeholders, both internal and external, to address technical concerns and provide updates.

 

7. 10%Technical Documentation and Knowledge Sharing: Develop and maintain technical documentation, including solution architectures, best practices, and troubleshooting guides. Foster knowledge sharing across teams to enhance overall technical proficiency.

 

8. 5%Service Offering Development:   Collaborate with the Professional Services team to contribute to the development of new AV-related service offerings. Leverage your expertise to propose innovative solutions and stay ahead of industry trends.

 

9. 5%Pre-sales Collaboration: Support the sales team by participating in customer meetings, presentations, and demonstrations as necessary. Articulate the value of Professional Service offerings and address technical inquiries to assist in solution designs.

 

 

Qualifications:

• Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Information Technology) or equivalent experience.
• [X] years of experience in technical support, solution architecture, or engineering roles, with 5+ years in a leadership capacity.
• Expertise in AV and IT solutions, including audiovisual systems, video conferencing, networking, collaboration tools, and related technologies.
• Strong problem-solving and troubleshooting skills, with the ability to analyze complex technical issues and provide effective resolutions.
• Excellent communication skills to interact with stakeholders and convey technical information clearly and concisely.
• Proven ability to collaborate within teams and across departments to achieve common goals and deliver outstanding support.
• Familiarity with pre-sales activities, customer presentations, solution design, and proposal development.
• Experience developing training programs or materials for technical teams is highly desirable.
• Relevant certifications in AV/IT-related technologies (e.g., AVIXA CTS-D, Cisco Certified Network Specialist) are advantageous.
• Ability to thrive in a dynamic, fast-paced environment while maintaining a proactive and self-motivated attitude.

 

This role reports to the VP of Professional Services and operates from [Location] with the option for remote work. The Dir. of Technical Support will lead a Technical Support Manager overseeing the Help Desk Technicians, and directly support a small team of Support & Solutions Engineers while collaborating with internal teams, contributing to innovative service offerings, ensuring operational excellence in field support, and championing the "CREDO" of delivering exceptional customer support and solutions in the audiovisual industry.