What are the responsibilities and job description for the Director of Technical Support position at Akkodis?
Akkodis is seeking a Director of Technical Support for a full-time position with a client located in Omaha, NE. We’re looking for a Director of Technical Support to lead our growing Technical Support organization. This leader will be responsible for defining the vision, strategy, and structure of our Support function—building a high-performing team that delivers world-class customer experiences and ensures seamless integration and adoption of our platform.
Pay/Salary Range: $100,000/yr - $130,000/yr
Director of Technical Support job responsibilities include:
- Lead, mentor, and scale the Technical Support team, including Technical Support Specialists and Integration Support roles.
- Develop and execute support strategies, service-level standards, and best practices that drive customer satisfaction and operational excellence.
- Oversee complex EDI/API integrations, collaborating with Supplier Integration Managers and client IT teams to ensure reliability and efficiency across our growing customer base.
- Implement tools and processes that enhance visibility, tracking, and resolution of support cases—ensuring data-driven decision-making and continuous improvement.
- Partner cross-functionally with Product, Engineering, and Customer Success to surface customer insights, drive root cause analysis, and influence product roadmap priorities.
- Monitor team performance using KPIs such as response time, resolution rate, NPS, and integration uptime, and report on key trends to leadership.
- Champion the customer voice, advocating for scalable solutions that improve user experience and prevent recurring issues.
- Build and maintain documentation standards, ensuring customers and internal teams have clear, up-to-date technical references.
- Drive innovation in support operations through automation, training, and proactive issue detection.
QUALIFICATIONS:
- Prior experience leading a support function in a high-growth SaaS or construction tech company.
- Familiarity with ERP systems used in distribution or construction.
- A degree in Computer Science, IT, or a related field
- Experience managing a Tech Support team that is supporting customers using the company's software, not an internal tech support team
- Ability to step in and help with technical projects as needed
If you are interested in this Director of Technical Support job in Omaha, NE then please click APPLY NOW. For other opportunities available at Akkodis go to www.akkodis.com.
Equal Opportunity Employer/Veterans/Disabled
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/
The Company will consider qualified applicants with arrest and conviction records.
Salary : $100,000 - $130,000