Imagine Communications

  • Director of Support

    Job Locations UK-Surrey-Thames Ditton
    Posted Date 3 months ago(5/25/2018 10:49 AM)
    Requisition ID
  • Company Overview

    Director of Support

    Denver, CO


    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.  Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.


    You will lead a 2-tier North America support team for the AdTech business unit (SaaS), providing the highest standard of technical support to our Broadcast Media customers.

    Specific duties include but are not limited to

    Key Responsibilities:

    • Provide leadership and direction to the multi-tier support team, communicating clear direction and strategy, and developing exceptional talent.
    • Define, manage and optimize a support structure and support processes that exceed the expectations of our customers.
    • Develop and execute a SLA measurement and reporting structure to ensure customer needs are met and provide internal visibility to customer satisfaction.
    • Manage relationships with internal stakeholders and internal teams to ensure alignment and mutual support.
    • Manage and optimize key internal processes and tools necessary to deliver exceptional service to customers including service ticketing, customer reporting, KPI management and dashboard reporting.
    • Defining and developing our Service Transition capability, particularly for our xG product set.


    Key Requirements:

    • Bachelor’s degree coupled with 10 years’ experience including leadership of customer support people in a technology environment – Broadcast Media a plus
    • Experience effectively managing escalated customer cases and effectiveness with developing and nurturing customer relationships.
    • Demonstrated ability to coach and develop 1st line managers to be excellent leaders of people.
    • Software development experience required and a preference for service leadership experience in a global environment.
    • Exceptional diligence with process definition and optimization.
    • Experience with successfully leveraging tools and processes critical to support success - - -case management, service reporting, incident management, operations, and knowledge management.
    • Strong verbal and written communication skills.
    • Demonstrated effectiveness with developing relationships and managing internal stakeholders.
    • Proven trackrecord of establishing service metrics and reporting processes to ensure success.




    Imagine Communications offers an engaging team-oriented culture and a competitive compensation/benefits package.



    Imagine Communications is an equal opportunity employer:  M/F/D/V


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