Director, Support Services

Job Description

A company headquartered in Boulder, Colorado is seeking to add a Director, Support Services to their growing team. This individual will lead and scale the Support Services function, building a structured, multi-tier support organization that delivers consistent, high-quality service across all customer accounts. They will be responsible for designing team structures, hiring and developing talent, and establishing a culture centered around accountability, customer empathy, and continuous improvement. On a daily basis, they will oversee and optimize ITSM platforms (FreshService and FreshDesk), including managing workflows, service catalogs, SLA policies, automation, and reporting. They will drive the evolution of support processes by formalizing ITIL-aligned practices such as incident management, problem management, and change management, while advancing overall organizational maturity. This role will also own service performance metrics, building dashboards, and reporting on SLA adherence, ticket trends, CSAT, and operational health, while identifying systemic issues and leading improvement initiatives. Additionally, they will act as the senior escalation point for customer issues, partnering closely with Customer Success and other internal teams to improve the overall service experience. Lastly, they will oversee asset procurement and onboarding processes, ensuring devices and systems are provisioned efficiently and securely, while maintaining inventory, managing vendor relationships, and supporting onboarding/offboarding workflows. This position is based in Orlando, Florida and follows a hybrid schedule with three (3) days on-site each week. The role offers a competitive base salary range of $185,000-$225,000k, commensurate with experience. If this opportunity aligns with your background and interests, we encourage you to apply today!

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

7+ years of experience in IT Support, Help Desk, or ITSM environments

3+ years in a leadership role

Proven experience building and scaling multi-tier support environments (Tier 1 / Tier 2 models)

Hands-on experience administering FreshService and/or FreshDesk, including workflows, SLAs, automation, and reporting

Strong understanding of ITIL frameworks and experience driving maturity from reactive to structured environments

Experience creating and optimizing service processes (incident, problem, change, request fulfillment)

Proven ability to manage SLA performance, improve CSAT, and increase First Contact Resolution (FCR)

Strong analytical skills with experience building dashboards and reporting on service metrics

Experience leading teams, including hiring, coaching, performance management, and workforce planning

Excellent communication skills with ability to present to executive stakeholders and manage escalations

Ability to manage multiple customer environments and priorities simultaneously ITIL certification (Foundation or higher)

Experience in a managed services or multi-client support environment

Background supporting nonprofit, faith-based, or mission-driven organizations

Exposure to infrastructure monitoring, security/governance, or enterprise systems

Experience building knowledge bases and driving self-service adoption (Tier 0 deflection)

Familiarity with asset management, procurement workflows, and device lifecycle management

Experience leading ITIL maturity improvement initiatives

Strong change management and process adoption experience