YOUR IMPACTReporting to the Senior Director , the Director, Telecom Operations will play a pivotal leadership role in shaping and elevating our L1 and L2 Service Desk functions. This position is responsible for driving the vision, strategy, and performance of the IT Service Desk organization, ensuring a seamless, efficient, and customer-centric support experience. As a key leader, you will inspire high-performing teams, optimize operational excellence, and champion continuous improvement initiatives that enhance service quality, strengthen customer satisfaction, and support the organization's evolving business objectives.
WHAT THE ROLE OFFERS - Leading help desk managers, supervisors, and support staff
- Setting performance expectations and career development plans
- Building a customer-focused support culture
- Ensuring users receive timely and effective support
- Monitoring service levels (SLAs) and customer satisfaction
- Overseeing ticket queues, response times, and resolution rates
- Developing the vision and roadmap for support services
- Identifying opportunities for automation and self-service
- Aligning help desk services with business objectives
WHAT YOU NEED TO SUCCEED- English communication skills, both written and verbal
- Strong independent problem solving and decision-making abilities
- Ability to work individually as well as contribute to a global team environment
- Proficient with both MAC and all Windows operating system software and hardware
- Advanced troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
- Organized with an ability to prioritize multiple projects and tasks in a fast-paced environment
- Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $125,520 - $175,520 Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
