Technical Support Director

Role Summary

The Director of Technical Support - EMEA, is responsible for executing on the Global Support & Services strategy aimed at improving the customer and partner experience ultimately helping grow overall sales and revenue. We’re looking for a results-oriented professional to manage our multi-lingual technical support teams. This role includes all aspects of technical support, from customer/partner interaction and process development, to delivering tools and leadership aimed at elevating the experience. You are a metrics-driven leader who has a proven track record of leading a support business unit and improving the overall experience through deepening customer and partner relationships, improving processes, coaching your team, and finding creative ways to solve challenges in a high-growth, product-driven technology company. You continually learn from support issues that are reactive and take proactive action to deflect such cases in the future. Lastly, you thrive on creating a fun and motivational environment that attracts the best of the best.

What You Will Do
- Develop and sustain a dynamic and winning customer and partner focused culture that contributes to the success of the overall organization
- Lead, motivate and coach the teams to ensure the highest possible quality of service to Sophos customers and partners
- Evaluate the support service structure for the EMEA region, in partnership with your colleagues, to continually improve the efficiency and effectiveness, identify specific departmental needs and talent opportunities
- Mentor, develop and lead a high-performance management and support service team; attract, recruit, and retain top talent; provide mentoring as a cornerstone for succession planning and promote career development
- Motivate team members; create an atmosphere of trust; leverage diverse viewpoints and experiences; coach; encourage team dialogue, improvement, and innovation
- Manage the employee performance process as necessary by preparing, documenting, and delivering development plans and performance evaluations
- Develop and drive strategies to improve productivity by highlighting deficiencies and recommending and/or implementing changes in methods, processes and tools that improve support experience
- Effectively communicate with your counterparts and implement best practices across the global support service organization
- Maintain strong relationships with all key internal stakeholders including Sales, and Product Leadership to assess current support processes and methodologies and associated discipline and accountability, and implement necessary adjustments to optimize support service levels
- Establish relationship with EMEA Sales leadership and act as a Key Partner with focus on keeping the sales organization proactively informed of issues for their respective partners and customers
- Lead resolution of escalations and issues for all high priority, high visibility or critical accounts
- Monitor and manage all KPI’s including customer satisfaction metrics and ensure feedback and escalations details are captured and conveyed internally to continually improve the customer and partner experience
- Ensure solid financial management including budgeting, operating plan development, resource and capacity planning
- Establish and maintain positive relationships with local educational institutions to build a network of upcoming talent familiar with Sophos products
- Develop and implement processes for management of schedules, workload, response, resolution and quality.
- Monitor and manage support engineer queues and escalate issues as necessary
- Champion improving the employee experience, providing cross-functional leadership for office events and celebrate local successes and awards.

What You Will Bring
- A Bachelor’s Degree in Computer Science (or similar) and a minimum of 6 years in a senior leadership role
- Fluency in English, and one or more of the following languages is required: French, Spanish, or Italian
- Works in partnership (provides input and data) with leadership to set goals and objectives for area of responsibility (i.e., corporate sub-discipline, sub-region, key product or technology platform)
- Drives implementation and execution of sales and/or business results to achieve the strategy for area of responsibility
- Provides day-to-day leadership of direct reports
- Ensures end-to-end execution of initiatives for area of responsibility
- Manages overall budget for area of responsibility
- Regularly interacts with senior leadership to influence policy and negotiate decisions within area of responsibility
- Interacts with customers, partners and vendors and negotiates on behalf of the business on matters related to own area

LI-Hybrid

What's Great About Sophos?
- Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide e