Director of Support and Managed Services

TL;DR

Director of Support and Managed Services (Support/Managed Services): Lead Support and Managed Services teams for proprietary software with an accent on operational excellence, customer experience, and scalable service delivery. Focus on driving continuous improvement through metrics, managing escalations, and adopting AI/automation to increase efficiency while maintaining security and compliance.

Location: Remote (Canada and the US); travel required ~25% (passport and eligibility to travel internationally to Canada, the United States, and the Caribbean)

Salary: 90K - 120K

Company

hirify.global (Cayenta division) provides mission-critical software and enterprise resource management solutions for public sector and utility/financial industries.

What you will do

• Direct Support and Managed Services teams for proprietary software.
• Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
• Improve service delivery, operational efficiency, and customer value; establish and maintain scalable operational processes.
• Manage and delegate customer escalations to ensure timely service recovery and resolution.
• Collaborate across customers, R&D, Professional Services, Sales, and internal teams to resolve support and service inquiries.
• Lead AI and automation adoption to improve productivity, customer experience, and operational efficiency; monitor and report operational KPIs and prepare budget/forecast updates.

Requirements

• Travel eligibility: must hold a current, valid passport and be legally eligible to travel internationally (Canada, the United States, and the Caribbean).
• 5+ years of management experience in a customer support or technical support environment.
• Proven experience leading managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements using metrics, process optimization, and continuous improvement initiatives.
• Bachelor's Degree.

Nice to have

• Experience leveraging AI and automation to improve business processes.
• Utility/Billing experience.

Culture & Benefits

• Remote work with travel as needed (~25%).
• 3 weeks’ vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision benefits starting from the first day of employment.
• Employee stock ownership and RRSP/401k matching programs.
• Lifestyle rewards.

Hiring process

• Interviews focused on leadership experience, support operations, and operational improvement approach.
• Discussion of experience with AI/automation adoption and cross-functional collaboration.