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Senior Director, Technical Support
Comcast
Greenwood Village, CO, United States
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Responsible for directing, planning, managing, and overseeing the activities and operations of the Technical Support Department. Provides leadership and direction for diverse and complex functions. Contributes to the development of the organization's business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. Typically manages multiple teams of professionals.
RESPONSIBILITIES
• Recommends alternatives or adjustments to correct problems or solidify successes in the perspective of current and proposed operating strategies.
• Identifies and drives operational improvements to create efficiencies with regards to cost and performance.
• Develops technical support strategy in accordance to the Company's mission and core objectives.
• Develops an annual business plan and operating budget for the department and monitors the implementation of these to ensure that the financial targets are met.
• Negotiates Service Level Agreements (SLAs) with both internal and external customers and service providers and monitors service delivery to ensure the agreed targets and standards are met.
• Defines and seeks approval for the level of technical support resources required to meet these goals and priorities and schedules major projects.
• Directs the preparation and implementation of policies, procedures, and standards.
• Responsible for weekly, monthly and yearly staffing strategies to meet Service Level Requirements
• Responsible for monthly operating budget as it relates to site payroll expense and engagement activities
• Directs, attends, and participates in staff meetings and related activities; attends workshops to keep up-to-date with technical issues.
• Maintains and controls confidential documentation.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
QUALIFICATIONS
• Bachelor's Degree or Equivalent
• Generally requires 12 plus years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer