Director, Technical Support

• Manage day-to-day operations of the Technical Support team responsible for the uptime and operational continuity of RCC kiosks and all deployed client facing payment hardware or solutions.
• Manage systems of records for internal/external systems used to ensure appropriate record-keeping and workflows are maintained.
• Manages team and vendors to deliver services 24 hours per day, seven days per week through staffing and on-call responsibilities. Scales response times and levels of technical effort required for continuity of services.
• Establish and maintain working relationships with 3rd party vendors supporting RCC technical services.
• Participate in the negotiation of key supplier agreements for the company as lead or contributor.
• Anticipate and identify risks/issues with the delivery of vendor services to prevent problems or failures. Develop and implement mitigation and corrective actions.
• Ensures internal operating databases are accurately maintained.
• Establish, improve, and maintain processes to accurately track vendor performance and your team's performance in the delivery of services to both internal and external customers.
• Hold weekly and quarterly status meetings with all key vendor performance, both positive and negative results are addressed in a timely manner.
• Active collaboration with Sr. Leadership and management across departments to ensure the Technical Support team is actively advancing the goals of the organization. Efficiently and effectively uses company resources, to ensure commitments to our clients are being met consistently and that communication is abundant and timely.
• Establish and maintain pertinent reporting and targeted metrics that are in keeping with the goals of the organization.
• Create and manage Technical Support team and vendor contributors to reach or exceed SLA targets. Monitor and report on the results.
• Have a close working relationship with RCC IT and Tier 3 as escalation points when needed to cooperatively troubleshoot and solve issues when identified.
• Be a contributing member of the Operations Management Team and an active participant in department initiatives.
• Recruit, hire, evaluate performance and propose modifications within your team if needed to meet Technical Support demands or to complete projects. Be a leader for your team and within the company.

• 10 years operations experience required supporting FinTech, remote device monitoring / repair, and vendor management. Related industry or discipline.
• Previous leadership in a technical help desk environment preferred.
• Strong technical skills around data management
• Bachelor’s degree in a related field preferred
• Excellent communication (both verbal and written) skills, a solid foundation in business application development and a “can do” attitude.
• Must be able to develop formal business documents following established documentation/presentation software packages (or similar products from other vendors): MS-Word, MS-Excel-, MS-PowerPoint, etc.
• Strong attention to detail

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