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Director, Support Services
Job
Insight Global
Remote
$185,000 Salary, Full-Time
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Job Description
Job Description A company headquartered in Boulder, Colorado is seeking to add a Director, Support Services to their growing team. This individual will lead and scale the Support Services function, building a structured, multi-tier support organization that delivers consistent, high-quality service across all customer accounts. They will be responsible for designing team structures, hiring and developing talent, and establishing a culture centered around accountability, customer empathy, and continuous improvement. On a daily basis, they will oversee and optimize ITSM platforms (FreshService and FreshDesk), including managing workflows, service catalogs, SLA policies, automation, and reporting. They will drive the evolution of support processes by formalizing ITIL-aligned practices such as incident management, problem management, and change management, while advancing overall organizational maturity. This role will also own service performance metrics, building dashboards, and reporting on SLA adherence, ticket trends, CSAT, and operational health, while identifying systemic issues and leading improvement initiatives. Additionally, they will act as the senior escalation point for customer issues, partnering closely with Customer Success and other internal teams to improve the overall service experience. Lastly, they will oversee asset procurement and onboarding processes, ensuring devices and systems are provisioned efficiently and securely, while maintaining inventory, managing vendor relationships, and supporting onboarding/offboarding workflows. This position is based in Orlando, Florida and follows a hybrid schedule with three (3) days on-site each week. The role offers a competitive base salary range of $185,000-$225,000k, commensurate with experience. If this opportunity aligns with your background and interests, we encourage you to apply today! We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.
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