Find & Apply For Network / Systems Administrator Jobs in Niagara Falls, New York

The Role Leads a multi-level customer support organization for proprietary software, overseeing managers, escalations, service delivery, customer experience, operational metrics, budgets, billing, documentation, and continuous improvement. Partners with internal teams and senior leadership, drives AI and automation adoption, manages invoices and expenses, and supports strategic initiatives. Requires approximately 25% travel to customer sites, conferences, and company meetings. Summary Generated by Built In Cayenta, a division of Harris; is seeking a Director of Support Services who will join its management team. The individual selected for this role will be a highly energetic self-starter who will take on responsibilities within our Support organization. The Director must have a strong customer focus and will be responsible for leading our Support team, driving operational excellence, improving the customer experience, and ensuring the successful delivery of support services to our existing customer base. This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 25%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Salary:

90K - 120K AI & Innovation Mindset We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:

Direct/lead the Support team for proprietary software. Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers. Identify and implement opportunities to improve service delivery, operational efficiency, and customer value. Manage and delegate customer escalations, when necessary, ensuring timely service recovery and resolution. Liaise between customers, R D, Professional Services, Sales, and other internal teams to resolve support and service inquiries. Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations. Establish, document, and maintain scalable operational processes to support business growth. Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making. Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs). Prepare monthly and annual updates for budgets, accruals, and forecasts. Collaborate with the Finance Department to prepare annual and monthly billings for the customer base. Develop and maintain operational documentation, knowledge management practices, and standard operating procedures. Continually seek opportunities to improve customer experience and expand service offerings. Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency. Approve and track third-party invoices for Maintenance renewals and new name sales. Manage employee expense approvals. Experience working with senior leadership, both internal and external. Travel to customer sites, conferences, and company meetings as required.

What we are looking for:

Bachelor's Degree. 5+ years of management experience in a customer support or technical support environment. Demonstrated experience leading managers and multi-level support organizations. Strong leadership, organizational, communication, and problem-solving skills. Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives. Experience leveraging AI and automation to improve business processes is preferred. Utility/Billing experience is an asset.

What we can offer:

3 weeks' vacation and 5 personal days Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment Employee stock ownership and RRSP/401k matching programs Lifestyle rewards Remote work and more!

About Cayenta:

Cayenta is a leading provider of enterprise resource management solutions in the local government, utility and financial industries. Cayenta's products, services and customer relationships provide the foundation for continued innovation and growth.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. ("CSI", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses. #LI-remote Read Full Description Skills Required Bachelor's degree 5+ years of management experience in a customer support or technical support environment Experience leading managers and multi-level support organizations Strong leadership, organizational, communication, and problem-solving skills Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives Experience leveraging AI and automation to improve business processes Utility or billing experience Harris healthcare Compensation & Benefits Highlights The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Harris healthcare and has not been reviewed or approved by Harris healthcare. About This Summary Leave & Time Off Breadth — PTO and paid holidays are characterized as generous, with ample time off emphasized. This breadth of time-off options is highlighted alongside favorable impressions of vacation and sick leave. Flexible Benefits — Remote-work flexibility and trust to work from home are emphasized, indicating adaptable arrangements for many roles. Flexibility is positioned as a tangible part of the overall package. Healthcare Strength — Core coverage includes medical, dental, and vision, along with life and disability insurance and HSA/FSA options. Health plans are often characterized as good, contributing to a solid foundational offering. Learn more about Harris healthcare's Compensation & Benefits → Harris healthcare Insights What's It Like to Work at Harris healthcare? Harris healthcare Culture & Values Harris healthcare Career Growth & Development What's the Work-Life Balance Like at Harris healthcare? Harris healthcare Leadership & Management Harris healthcare Company Growth, Stability & Outlook View all jobs at Harris healthcare View Harris healthcare Profile Report Job