technical support director

The Tech Xprtz

<p><b>Job Summary</b></p><p>We are seeking an experienced Technical Support Director to lead our support operations, ensure high-quality customer service, and optimize technical support processes. This role is responsible for managing support teams, improving service performance, and delivering efficient resolution of technical issues.</p><p><b>Key Responsibilities</b></p><ul><li>Lead and manage technical support teams and daily operations</li><li>Develop and implement support strategies, processes, and KPIs</li><li>Ensure timely resolution of customer issues and service requests</li><li>Monitor performance metrics and drive continuous improvement</li><li>Collaborate with engineering and product teams to resolve complex issues</li><li>Manage support tools, systems, and knowledge bases</li><li>Oversee customer satisfaction and service quality standards</li><li>Handle escalations and ensure effective issue resolution</li></ul><p><b>Qualifications</b></p><ul><li>Bachelor&rsquo;s degree in IT, Computer Science, or related field</li><li>8+ years of experience in technical support or IT service management</li><li>Proven leadership experience managing support teams</li><li>Strong problem-solving and troubleshooting skills</li><li>Experience with ticketing systems and support tools</li><li>Excellent communication and customer service abilities</li></ul><p>Job Type: Full-time</p><p>Pay: KD2,900.000 per month</p><p>Work Location: In person</p>

Technical Support Director

Ultahost, inc

<div><div><b>About UltaHost:</b></div><div>
UltaHost is a fast-growing global web hosting provider, delivering high-performance infrastructure and exceptional customer experiences to clients worldwide. We operate in a highly dynamic and technology-driven environment where service reliability, technical excellence, and customer satisfaction are at the core of everything we do.</div><div>
As we continue to scale globally, we are seeking a Customer Support Director to lead, transform, and elevate our entire support organization.</div><div><b>
About the Role</b></div><div>
The Customer Support Director will be responsible for the strategic and operational leadership of all technical support teams across the organization.</div><div>
This role goes beyond daily operations it requires building scalable structures, optimizing workforce planning, driving performance excellence, and ensuring world-class customer experience across all support channels.</div><div>
You will oversee team performance, workforce planning, shift structures, quality assurance, escalation management, policy creation, and cross-departmental alignment ensuring both customer satisfaction and internal team engagement at scale.</div><div>
This is a high-impact leadership role directly influencing retention, brand reputation, and operational efficiency.</div><div></div><div><b><br>
Key Responsibilities</b></div><div><b>
1-Strategic Leadership &amp; Organizational Management</b></div><ul><li>
Lead and manage all Customer Support Managers, Team Leads, and Support Specialists.</li><li>
Define and execute the global support strategy aligned with company growth objectives.</li><li>
Design scalable support structures to support business expansion.</li><li>
Establish clear KPIs and accountability frameworks across all support layers.</li></ul><div></div><div><b><br>
2-Operational Excellence</b></div><ul><li>
Oversee day-to-day global support operations across all channels (tickets, live chat, etc.).</li><li>
Ensure optimal queue management, SLA compliance, and resolution efficiency.</li><li>
Design and manage shift structures to ensure 24/7 coverage and efficiency.</li><li>
Determine workforce planning needs based on growth forecasts and workload analysis.</li><li>
Lead high-level escalations and critical incident management processes.</li></ul><div></div><div><b><br>
3-Performance Management &amp; Analytics</b></div><ul><li>
Define, track, and analyze key metrics including CSAT, FCR, AHT, SLA adherence, backlog trends, and retention indicators.</li><li>
Use data-driven insights to continuously improve performance and service quality.</li><li>
Implement structured performance evaluation systems and continuous coaching frameworks.</li><li>
Establish quality assurance standards for customer communication and technical resolution.</li></ul><div></div><div><b><br>
4-Process Development &amp; Quality Assurance</b></div><ul><li>
Develop, implement, and maintain support policies, SOPs, and best practices.</li><li>
Standardize customer communication quality and support content standards.</li><li>
Ensure consistency and excellence in customer interactions across all teams.</li><li>
Identify process inefficiencies and implement automation and tooling improvements.</li></ul><div></div><div><b><br>
5- Cross-Department Collaboration</b></div><ul><li>
Collaborate closely with Infrastructure, Engineering, Product, Billing, and Sales teams.</li><li>
Ensure seamless escalation paths and issue resolution workflows.</li><li>
Contribute to system testing, business requirement definition, and service improvement initiatives.</li><li>
Support infrastructure availability by coordinating effectively with engineering leads.</li></ul><div></div><div><b><br>
7-Culture &amp; Team Development</b></div><ul><li>
Build a high-performance, accountability-driven support culture.</li><li>
Drive employee engagement, retention, and career path development.</li><li>
Create leadership pipelines within the support organization.</li><li>
Foster continuous improvement through feedback loops and post-incident reviews.</li></ul><div></div><div><b><br>
Qualifications</b></div><ul><li>
4+ years of leadership experience in Technical Support or Customer Support Operations (preferably within web hosting, cloud, or infrastructure services).</li><li>
Proven experience managing multi-layered support organizations (Managers, Team Leads, Specialists).</li><li>
Strong experience in workforce planning, shift management, and operational scaling.</li><li>
Demonstrated success in improving KPIs and optimizing support performance.</li><li>
Advanced English proficiency (written and verbal) with strong ability to communicate technical concepts clearly.</li><li>
Strong analytical mindset with experience using performance data to drive decisions.</li><li>
Experience building policies, SOPs, and structured operational frameworks.</li><li>
Proven professional experience within web hosting, cloud infrastructure, SaaS, or related technology-driven environments, with a strong understanding of service reliability, scalability, and customer lifecycle management.</li></ul><div></div><div><b><br>
Technical Knowledge</b></div><ul><li>
Strong understanding of web hosting infrastructure and server environments.</li><li>
Experience with hosting platforms such as cPanel, Plesk, CyberPanel, HestiaCP, CWP, WHMCS.</li><li>
Knowledge of domain technologies, DNS systems, and domain extensions.</li></ul><div><b>
What We&rsquo;re Looking For</b></div><ul><li>
A strategic thinker who can scale operations, not just manage them.</li><li>
A data-driven leader who makes measurable impact.</li><li>
A culture builder who inspires high performance.</li><li>
A hands-on executive who understands technical environments.</li><li>
A problem solver who thrives in fast-paced, high-growth companies.</li></ul><div></div><div><b><br>
What We Offer</b></div><ul><li>
Be part of a rapidly growing global technology company.</li><li>
Lead and shape a high-impact, customer-facing organization.</li><li>
Influence company-wide performance and customer retention.</li><li>
Work in a dynamic, performance-driven environment.</li><li>
Competitive salary package.</li></ul></div><div></div>

Customer Support Director

ONSCTI Solutions

<p>Job Opportunity: IT Services Director</p><p><b>Location:</b> Kuwait City, Kuwait<br/><b>Company:</b> ONSCTI Solutions</p><p>About Us</p><p>ONSCTI Solutions is a leading technology services provider based in Kuwait City, specializing in IT infrastructure, managed services, and digital transformation. We are committed to delivering reliable, secure, and innovative IT solutions that empower businesses to thrive in a rapidly evolving digital landscape.</p><p>Role Overview</p><p>We are seeking an experienced <b>IT Services Director</b> to lead our IT services division, oversee client engagements, and drive operational excellence. This leadership role requires strong technical expertise, strategic vision, and the ability to inspire teams while ensuring the highest standards of service delivery.</p><p>Key Responsibilities</p><ul><li>Define and execute the company&rsquo;s IT services strategy and roadmap.</li><li>Oversee managed services, infrastructure support, and enterprise IT solutions.</li><li>Ensure service reliability, scalability, and compliance with industry standards.</li><li>Collaborate with clients to deliver tailored IT solutions that meet business needs.</li><li>Evaluate emerging technologies and integrate them into service offerings.</li><li>Manage budgets, resources, and vendor relationships effectively.</li><li>Lead and mentor IT service teams to foster innovation and operational excellence.</li><li>Monitor performance metrics and implement continuous improvement initiatives.</li></ul><p>Qualifications</p><ul><li>Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field (Master&rsquo;s preferred).</li><li>10+ years of experience in IT services management, with at least 5 years in a leadership role.</li><li>Proven track record in delivering enterprise IT solutions and managed services.</li><li>Strong knowledge of IT infrastructure, cloud computing, and cybersecurity.</li><li>Excellent leadership, communication, and project management skills.</li><li>Ability to balance strategic vision with hands-on technical expertise.</li></ul><p>What We Offer</p><ul><li>Competitive salary and benefits package.</li><li>Opportunity to lead and shape the IT services vision of a growing company.</li><li>Exposure to diverse industries and high-impact projects.</li><li>Collaborative and innovative work environment.</li></ul><p>Job Type: Full-time</p><p>Pay: Up to KD3,200.000 per month</p><p>Work Location: In person</p>

IT Services Director

<div><div>This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DataDirect Networks (DDN) is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial services, autonomous cars, Government, academia, research and manufacturing.</div><div></div><div><b><br>
&quot;DDN's A3I solutions are transforming the landscape of AI infrastructure.&quot; &ndash; IDC</b></div><div></div><div><b><i><br>
&ldquo;The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments&rdquo; - Marc Hamilton, VP, Solutions Architecture &amp; Engineering | NVIDIA</i></b></div><div></div><div><br>
DDN is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence.</div><div></div><div><br>
Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.</div><div></div><div><br>
Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage.</div><div><br>
The<b> Director of Incidents and Escalations</b> is responsible for overseeing the management, resolution, and prevention of critical incidents, ensuring the highest level of operational continuity and customer satisfaction. This role will lead a team of escalation engineers and incident managers, working closely with cross-functional teams such as Engineering, Product Management, and Account teams, to ensure swift issue resolution and proactive problem prevention. The director will be the key point of contact for major customers, working to continuously improve incident response processes, reduce time-to-resolution, and enhance customer satisfaction.</div><div></div><div><b><br>
Key Responsibilities:</b></div><ul><li><b>
Incident Management</b>: Lead and coordinate the resolution of major incidents, ensuring efficient triage, response, and communication during critical outages or disruptions.</li><li><b>
Escalation Oversight</b>: Serve as the primary escalation point for complex customer issues, working closely with senior leadership to drive solutions and manage customer expectations.</li><li><b>
Customer Satisfaction</b>: Own the customer experience during high-severity incidents and escalations, ensuring clear communication and alignment between customers, support teams, and internal stakeholders.</li><li><b>
Operational Efficiency</b>: Design and implement best practices for incident management, leveraging automation and AI tools to reduce incident response time and increase resolution accuracy.</li><li><b>
Team Leadership</b>: Lead and mentor the incidents and escalation teams, ensuring continuous professional development, cross-training, and effective team collaboration.</li><li><b>
Cross-functional Collaboration</b>: Collaborate with Product Development, Engineering, and other departments to identify root causes of incidents, driving long-term product and service improvements.</li><li><b>
Process Improvement</b>: Develop and maintain key performance indicators (KPIs) for incident management, continuously improving processes for faster resolution times and closed loop process improvements.</li><li><b>
Strategic Initiatives</b>: Partner with senior leadership to develop and execute strategic initiatives aimed at improving incident response and reducing future incidents, including the introduction of proactive monitoring tools and AI-driven insights.</li></ul><div><b>
Requirements:</b></div><ul><li><b>
Experience</b>: 10+ years of experience in a technical support or operations role within the technology, storage, or managed services industry, with at least 5 years in a leadership position overseeing escalations or incident response.</li><li><b>
Leadership</b>: Proven experience leading cross-functional teams and managing critical incidents under high-pressure situations.</li><li><b>
Technical Expertise</b>: Strong understanding of computer storage technologies (e.g., SAN, NAS, cloud storage, etc.), infrastructure management, network operations, and performance monitoring tools.</li><li><b>
Communication</b>: Excellent communication and interpersonal skills, with the ability to influence both technical teams and non-technical stakeholders.</li><li><b>
Problem-Solving</b>: Strong analytical and problem-solving abilities, with the capability to think strategically and drive continuous improvement in incident and escalation processes.</li><li><b>
Customer Focus</b>: Demonstrated experience managing customer expectations and fostering strong relationships with strategic accounts, including experience working with SLAs and SLOs.</li><li><b>
Education</b>: Bachelor&rsquo;s degree in a technical field such as Computer Science, Engineering, or equivalent; an MBA or relevant master&rsquo;s degree is a plus.</li><li><b>
Certifications</b>: ITIL certification or similar in incident management and service delivery is highly desirable.</li><li><b>
Availability</b>: Willingness to participate in 24/7 on-call rotations and lead crisis situations as they arise.</li></ul><div><b>
Preferred Qualifications:</b></div><ul><li>
Experience with AI-based incident management systems and self-service technologies.</li><li>
Proven track record of reducing incident impact through proactive monitoring, automation, and process optimization.</li><li>
Background in managing relationships with large enterprise customers, particularly in the technology, cloud, or AI sectors.</li></ul><div><br>
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:</div><div></div><div><b><br>
Self-Starter - </b>Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.</div><div><b>
Success/Achievement Orientation - </b>Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.</div><div><b>
Problem Solving -</b> Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.</div><div><b>
Innovative -</b> Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.</div><div></div><p><b><br>
DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.</b> All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.</p><p>
#LI-Remote</p></div>

Director, Incidents and Escalations

Zukytech Solutions

<p>Job Opportunity: Technology Solutions Director</p><p><b>Location:</b> Lusail, Qatar<br/><b>Company:</b> Zukytech Solutions</p><p>About Us</p><p>Zukytech Solutions is a leading provider of innovative technology services, specializing in digital transformation, enterprise IT solutions, and advanced systems integration. We empower businesses to achieve operational excellence and sustainable growth through cutting-edge technology and customer-focused strategies. With our expansion in Lusail, we are building a hub for innovation and excellence in Qatar&rsquo;s rapidly growing tech sector.</p><p>Role Overview</p><p>We are seeking a <b>Technology Solutions Director</b> to lead our technology operations and strategic initiatives in Lusail. This role requires a visionary leader with deep expertise in IT solutions, digital transformation, and client engagement. You will oversee solution design, delivery, and innovation, ensuring Zukytech Solutions remains a trusted partner for organizations navigating the digital era.</p><p>Key Responsibilities</p><ul><li>Develop and implement technology strategies aligned with business objectives.</li><li>Oversee solution design, systems integration, and project delivery.</li><li>Lead cross-functional teams in delivering enterprise IT and digital transformation projects.</li><li>Collaborate with clients and stakeholders to tailor solutions to business needs.</li><li>Ensure compliance with cybersecurity, data protection, and regulatory requirements.</li><li>Monitor performance metrics and drive continuous improvement initiatives.</li><li>Manage budgets, resources, and vendor relationships.</li><li>Represent Zukytech Solutions in industry forums and thought leadership platforms.</li></ul><p>Qualifications</p><ul><li>Bachelor&rsquo;s or Master&rsquo;s degree in Information Technology, Computer Science, Engineering, or related field.</li><li>12+ years of experience in IT solutions or technology consulting, with at least 5 years in a leadership role.</li><li>Strong knowledge of enterprise IT systems, cloud platforms, and emerging technologies.</li><li>Proven track record of delivering successful technology transformation projects.</li><li>Excellent leadership, organizational, and communication skills.</li><li>Ability to thrive in a fast-paced, client-focused environment.</li></ul><p>Why Join Us?</p><ul><li>Lead technology operations at one of Qatar&rsquo;s premier IT solutions providers.</li><li>Play a key role in shaping digital transformation strategies for diverse industries.</li><li>Competitive salary and benefits package.</li><li>Opportunities for career growth and international exposure.</li><li>Collaborative and innovative work culture.</li></ul><p>Job Type: Full-time</p><p>Pay: Up to QAR28,000.00 per month</p><p>Work Location: In person</p>

Technology Solutions Director

Clediss Solutions

<p><b>IT Infrastructure Director</b><br/><b>Company:</b> Clediss Solutions<br/><b>Location:</b> Sitra, Bahrain<br/><b>Salary:</b> BHD 3.800 per month</p><p>Clediss Solutions is seeking a highly skilled and strategic <b>IT Infrastructure Director</b> to oversee the design, implementation, and management of the organization&rsquo;s IT infrastructure. This role ensures the reliability, scalability, and security of all systems supporting business operations.</p><p><b>Key Responsibilities</b></p><ul><li>Develop and implement IT infrastructure strategy and roadmap</li><li>Oversee network systems, servers, cloud environments, and data centers</li><li>Ensure high availability, performance, and security of IT infrastructure</li><li>Lead and manage infrastructure and IT operations teams</li><li>Monitor system performance and implement improvements</li><li>Manage vendor relationships, contracts, and service providers</li><li>Ensure compliance with cybersecurity and data protection standards</li><li>Collaborate with leadership on technology planning and investments</li></ul><p><b>Requirements</b></p><ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field (Master&rsquo;s preferred)</li><li>Proven experience in IT infrastructure or IT leadership roles</li><li>Strong knowledge of networking, servers, cloud platforms, and systems architecture</li><li>Experience in cybersecurity and risk management</li><li>Excellent leadership, organizational, and problem-solving skills</li><li>Ability to manage complex IT environments</li></ul><p><b>Preferred Qualifications</b></p><ul><li>Certifications such as CCNA, CCNP, AWS, Azure, or similar</li><li>Experience managing large-scale IT infrastructure environments</li><li>Knowledge of virtualization, storage systems, and disaster recovery</li><li>Experience in industrial or enterprise IT environments</li></ul><p><b>Benefits</b></p><ul><li>Competitive monthly salary of BHD 3.800</li><li>Opportunity to lead critical IT infrastructure initiatives</li><li>Career growth and leadership development opportunities</li><li>Collaborative and professional work environment</li></ul><p>نوع الوظيفة: دوام كامل</p><p>الراتب المدفوع: BD٣٫٨٠٠&nbsp;لكل شهر</p><p>موقع العمل: بشكل شخصي</p>

IT Infrastructure Director

Crown Equipment

<div><p>Company Description:</p><p></p><p><br>
Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world&rsquo;s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.</p><p></p><div><div><div><h2 class="jobSectionHeader"><b><br>
District Technical Support Manager - InfoLink</b></h2></div><div><p><b>
Responsibilities</b></p><br>
<p></p><ul><li>
Subject matter expert for current and future InfoLink products and offerings.</li><li>
Support the dealer/branch and customer network on these offerings.</li><li>
Set up and coordinate module association with InfoLink Project Management.</li><li>
Answer technical questions during sales calls, conduct go-lives, train customers on the product, perform advanced troubleshooting in the field and over the phone/via web meetings.</li><li>
Provide on-going technical support activities to ensure customers&rsquo; expectations of the product are met.</li><li>
Document findings within internal knowledgebase and customer tracking.</li><li>
Report product issues to InfoLink Service Product Manager.</li><li>
Provide direct support to customers, dealers / branches and internal personnel on InfoLink software questions, managing databases, troubleshooting issues with software and hardware including servers and modules.</li><li>
Help ensure that the Retailers in their region know how to properly install and troubleshoot InfoLink hardware.</li><li>
Assist Retailer Network with InfoLink Warranty &amp; parts request.</li><li>
Conduct follow-up calls with customers to assist them with analyzing data and InfoLink work in general.</li><li>
Report product issues to InfoLink Service Product Manager.</li><li>
Perform Go Lives &amp; Module Associations for customers based on requirements within the organization.</li><li>
As assigned, work with Engineering, Design and potentially other departments within the Company to identify issues, develop troubleshooting processes, build theory of operation for new and existing InfoLink Products and proactively fix issues.</li><li>
Report product issues to InfoLink Service Product Manager.</li><li>
Work with InfoLink Project Management on special projects.</li><li>
Work with other departments in InfoLink Support to improve the overall Infolink product for the Company and its customers.</li></ul><p></p><p><b><br>
Qualifications</b></p><br>
<p></p><ul><li>
5-7 years related experience</li><li>
Bachelor's degree (Electronics, IT or Engineering) <i>Non-degree considered if 12+ years of related experience along with a high school diploma or GED</i></li><li>
Must have valid driving privileges</li><li>
Extensive travel (over 20%)</li><li>
Extensive overnight stays (over 20%)</li></ul></div></div></div><p></p><p><b><br>
Work Authorization:</b></p><p></p><p><br>
Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.</p><p><br>
No agency calls please.</p><p></p><p><b><br>
Compensation and Benefits:</b></p><p></p><p><br>
Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.</p><p>
EOE Veterans/Disabilities</p></div>

District Technical Support Manager - InfoLink

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