Senior Director, Technical Support Operations

Why you want to manage our Technical Customer Support and Service Management teams:

The Senior Director of Technical Support Operations will be responsible for leading and managing a diverse team of technical customer support professionals across multiple products. This role will ensure the delivery of high-quality support services and oversee all ITIL functions, including incident management, problem management, change management, and service level management. The ideal candidate will have a strong background in customer support, ITIL processes, and leadership.

This global role is remote. Some minimal travel may be required for key onsite meetings and working sessions. The role reports directly to a VP or executive-level leader. This role will interface with senior and executive-level leadership.

How You'll Make a Difference

• Lead and manage a multi-product customer support organization, ensuring the delivery of exceptional support services.
• Oversee all primary ITIL functions, including incident management, problem management, change management, and service level management.
• Develop and implement strategies to improve customer satisfaction and support efficiency.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to resolve customer issues and improve product quality.
• Establish and maintain key performance indicators (KPIs) to measure the effectiveness of support services and ITSM processes.
• Drive continuous improvement initiatives to enhance support processes and customer experience.
• Manage the lifecycle of problems, from identification and analysis to resolution and prevention.
• Manage the day-to-day operations of the IT service desk, ensuring timely and efficient resolution of customer support requests.
• Manage and mentor a team of support managers, incident managers, change managers, and problem managers, fostering a culture of excellence and accountability.
• Ensure compliance with industry standards and best practices for technical support and ITIL functions.
• Develop and maintain strong relationships with key customers and internal stakeholders.
• Regularly communicate with senior managers, business leaders, and other stakeholders.
• Develop, implement, and oversee KPI reporting for the support organization.
  
  

What You Bring To The Table

Minimum Required Education and Experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in technical support, with at least 5 years in a leadership role.
• Strong knowledge of ITSM processes and best practices.
• Proven track record of managing multi-product customer support organizations.
• Experience managing a diverse technology team across multiple time zones.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills.
• Experience with ServiceNow, Salesforce, and Jira is preferred.
• ITIL certification is highly desirable.
  
  

Required Knowledge, Skills And Abilities

• Strong analytical abilities in visualizing, capturing information, and analyzing data to manage risk and solve complex problems.
• Strong communication and presentation skills with the ability to tailor communication to senior leaders, key stakeholders, and teams.
• Positive attitude and flexibility when faced with fast-paced, complex incidents or issues.
• Self-motivated, intellectually curious, and a desire for continuous learning.
• Experience with customer relationship management (CRM) systems and IT Management systems.
• Knowledge of software development lifecycle (SDLC) and agile methodologies.
• Familiarity with cloud-based technologies and services.
  
  

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.

Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you. About Accruent At Accruent (a subsidiary or affiliate of Fortive Corporation), we strive to be on the cutting edge of the software world, providing purpose-built intelligent solutions that raise customer expectations, shift paradigms and transform the way businesses operate and achieve success.We aim to provide the same transformational growth for our 1,000+ employees which includes a vibrant office culture in major cities like Austin, London, and Amsterdam – and 10,000 customers in more than 150 countries – we know you’ll gain new experiences along the way. In our continued effort to help our teams Grow Without Limits, we provide all employees with the resources, coaching and support they need to reach new heights and experience true professional and personal development – and we do this because we believe it will help us grow as a global company in return.Every person can bring something incredible to the table, and we can always achieve more together. So, if you are courageous, adaptable, collaborative and interested in becoming the best you, we encourage you to join us for the ride – even if you don’t believe you have the exact experience to fill a particular role.Explore the path. Join Accruent. “We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. “

This position is also eligible for bonus as part of the total compensation package.

The salary range for this position (in local currency) is 111,500.00 - 207,100.00