What are the responsibilities and job description for the Director of Support Services position at Omega Systems?
PEAKE Technology Partners an Omega Systems Company is seeking a strategic, people-centered, and operationally driven Director of Support Services to lead our client support organization through its next stage of growth and transformation. This leader will shape the vision, systems, and culture that deliver an exceptional support experience for healthcare practices across the U.S.
In this role, you will own the performance, scalability, and continuous improvement of all support operations. You will lead a talented team of managers, engineers, and specialists while driving the innovation, accountability, and structure required for a high-performing MSP environment.
If you are energized by building strong teams, improving processes, and creating an environment where customers feel truly cared for, this role offers a rare opportunity to make a meaningful impact.
Key Responsibilities:
- Develop and execute the strategic vision for Support Services to align with PEAKE’s company objectives, healthcare-focused mission, and long-term growth goals.
- Build a scalable support organization by maturing systems, workflows, processes, and standards that enhance efficiency and service consistency.
- Lead, coach, and develop managers and team leads, strengthening leadership capability, accountability, and operational maturity across all support teams.
- Drive innovation in support delivery by identifying opportunities for automation, AI enablement, self-service, and knowledge-centered service practices.
- Own core support performance metrics (CSAT, SLAs, response and resolution times, first-contact resolution, backlog management) and use data to inform decisions.
- Identify trends, risks, and operational gaps through data analytics, feeding insights into strategic planning and resource allocation.
- Partner closely with Client Experience, TAMs, Professional Services, Security, and Hosted Services to ensure seamless collaboration and clear ownership across the customer lifecycle.
- Champion the customer's voice by bringing feedback, patterns, and improvement opportunities to executive leadership and driving cross-functional solutions.
- Oversee budgeting, headcount planning, tools, and vendor relationships to ensure the support organization has the resources required to scale effectively.
- Ensure all support operations adhere to HIPAA, ISO 27001/9001, and internal information security standards.
- Lead transformation and continuous improvement initiatives to increase efficiency, reliability, and service quality.
- Implement operational controls and reporting structures that drive accountability, predictability, and high performance.
- Support organizational design, talent development, and succession planning to build a strong and sustainable support leadership pipeline.
- Collaborate with leadership to prioritize initiatives, remove roadblocks, and execute quarterly and annual business objectives.
- Represent the Support Services function in executive forums, helping shape company strategy, service delivery models, and customer experience priorities.
Qualifications:
A strong candidate will bring:
- 10 years of IT support, MSP, or operations leadership experience, including 3–5 years at the senior manager or director level.
- A proven track record in building high-performing support teams and scaling service operations.
- Strong process-engineering and system-thinking skills.
- Experience with automation, AI-enabled service delivery, and modern support tools (RMM, PSA, ticketing, knowledge management).
- Excellent communication and executive presence.
- Financial acumen and confidence managing budgets, vendors, and resource plans.
- Experience in regulated environments (HIPAA, ISO) is a plus.
Measures of Success:
- CSAT ≥ 90% with a strong upward trend in customer sentiment.
- Improved operational efficiency.
- Consistent achievement of SLAs.
- Visible improvement in team culture and leadership maturity.
- Execution of quarterly and annual strategic priorities aligned with PEAKE’s business plan.
Salary : $120,000 - $140,000