Director of Support Services

Salary Range : $120000-$140000

Reports To : VP of Service Operations

PEAKE Technology Partners is seeking a strategic people-centered and operationally driven Director of Support Services to lead our client support organization through its next stage of growth and transformation. This leader will shape the vision systems and culture that deliver an exceptional support experience for healthcare practices across the U.S.

In this role you will own the performance scalability and continuous improvement of all support operations. You will lead a talented team of managers engineers and specialists while driving the innovation accountability and structure required for a high-performing MSP environment.

If you are energized by building strong teams improving processes and creating an environment where customers feel truly cared for this role offers a rare opportunity to make a meaningful impact.

Key Responsibilities :

• Develop and execute the strategic vision for Support Services to align with PEAKEs company objectives healthcare-focused mission and long-term growth goals.
• Build a scalable support organization by maturing systems workflows processes and standards that enhance efficiency and service consistency.
• Lead coach and develop managers and team leads strengthening leadership capability accountability and operational maturity across all support teams.
• Drive innovation in support delivery by identifying opportunities for automation AI enablement self-service and knowledge-centered service practices.
• Own core support performance metrics (CSAT SLAs response and resolution times first-contact resolution backlog management) and use data to inform decisions.
• Identify trends risks and operational gaps through data analytics feeding insights into strategic planning and resource allocation.
• Partner closely with Client Experience TAMs Professional Services Security and Hosted Services to ensure seamless collaboration and clear ownership across the customer lifecycle.
• Champion the customers voice by bringing feedback patterns and improvement opportunities to executive leadership and driving cross-functional solutions.
• Oversee budgeting headcount planning tools and vendor relationships to ensure the support organization has the resources required to scale effectively.
• Ensure all support operations adhere to HIPAA ISO 27001 / 9001 and internal information security standards.
• Lead transformation and continuous improvement initiatives to increase efficiency reliability and service quality.
• Implement operational controls and reporting structures that drive accountability predictability and high performance.
• Support organizational design talent development and succession planning to build a strong and sustainable support leadership pipeline.
• Collaborate with leadership to prioritize initiatives remove roadblocks and execute quarterly and annual business objectives.
• Represent the Support Services function in executive forums helping shape company strategy service delivery models and customer experience priorities.

Qualifications :

A strong candidate will bring :

Measures of Success :

Required Experience :

Director

Key Skills

Crisis Management,Marketing,Public Relations,Fundraising,Media Relations,Constant Contact,Strategic Planning,Social Media Management,Team Management,Public Speaking,Wordpress,Writing Skills

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 120000 - 140000