Director, Technical Support

Overview

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes, and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.

Currently we are looking for the Director, Technical Support

The Director Technical Support is responsible for the overall operation and performance of the technical support department in responding to partner and customer requests for technical assistance. The position directs all company software Technical Support operations. The Director Technical Support is also responsible for maintaining relationships with partners and customers to ensure understanding of their needs.

• Actively provide constructive feedback to other departments within the company regarding product development, use, support, and training for the purpose of improving their ability to deliver on the corporate mission of allowing organizations to operate more effectively and efficiently
• Manage and contribute to metrics to measure the department productivity; utilize the information to actively manage the department for continuous improvement and identification of potential issues with personnel, partners or customers
• Participate in discussions with partners and customers to improve the support delivery experience including internal discussions with cross-departmental leadership
• Establish and assure leadership adherence to budgets, schedules, work plans, and performance requirements
• Collaborate with senior management and executives to define and ensure success of department strategy
• Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports
• Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring, compensation management, employment relations, and termination of employees. Oversee the identification and hiring of new employees
• Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise, communication skills, and ability to effectively interact with clients and peers. Identify and develop future leaders.
• Provide strategic influence to internal peers and industry groups
• Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues, and removing obstacles for team
• Work with the leadership to plan and set the strategic vision, organizational structure, operating policies and procedures and management practices to ensure department delivers operational excellence
• Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency, and serve as an advocate for change. Work collaboratively across departments with leaders

• Bachelor's degree or equivalent experience
• 8+ years of experience in related field
• Minimum 6 years experience in prior management experience
• Demonstrated fiscal responsibility/accountability in managing budgets
• Superb problem solving, critical thinking, and analytical skills
• Superb collaboration skills, applied successfully within a team as well as other areas
• Superb attention to detail
• Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Superb leadership, sound judgement, and business acumen skills
• Superb oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Superb organizational, multi-tasking, and time management skills
• Superb facilitation and project management skills
• Superb customer service orientation
• Self-motivated with follow through and attention to detail
• Superb ability to handle sensitive information with discretion and tact
• Superb ability to establish rapport and gain the trust of others; effective at gaining consensus
• Able to thrive in a fast paced, deadline driven environment
• Ability to coach, mentor and provide feedback to team members in a timely manner
• Superb ability to develop, use, and deliver engaging, informative, and compelling presentation methodologies
• Ability to provide guidance and support to developing team members
• Sharp, fast learner with technology curiosity and aptitude
• Superb experience with Microsoft Operating systems and products
• Proficiency with Microsoft Outlook or equivalent email and calendar software
• Superb business and technology acumen
• Superb company software technical knowledge and aptitude
• Superb knowledge of company support operating procedures and internal issue resolution systems
• Up to 25% travel time required

Hyland’s Offering

We’re proud of our culture and take employee engagement seriously. By listening to employees’ feedback, we’re able to provide meaningful benefits and programs to our workforce.

• Learning & Development- development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees.
• R&D focus – cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow.
• Work-life balance culture– flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office! 
• Well-being- private medical healthcare, life insurance, gym reimbursement.
• Community Engagement– Volunteer time off (24h/year).
• Diversity & Inclusion– employee resource groups, inclusion benefits and policies
• Niceties & Events– snacks and beverages, employee referral program,  birthday, baby gifts and employee programs

 If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work – connect with us!

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants