Director, Support Services

The Support Services Director - Research will be responsible for gathering and analyzing information regarding Technology Support Service organizations.  He/she will have extensive and current knowledge of how technology companies operate Support Services organizations.

The ideal candidate for this role will have deep understanding of topics such as running a call center, offshoring, outsourcing, contact channels, knowledge management, self-service, support organizational structures, support funding models, social support, customer satisfaction, support sales and marketing, workforce management, support technology & tools, building a support workforce, and other relevant topics.

The Support Director will create reports and presentations that provide strategic insights and actionable intelligence for association member companies (https://www.tsia.com/why-tsia/our-community/current-members).

Responsibilities include benchmark analysis, industry trend analysis, and maturity assessments. This person is comfortable and enjoys working with data. More importantly, this person has the ability to convey key findings through presentations as well as in written reports.   Findings will be presented to all levels within companies (individual contributors through C-Level).

The Support Director of Research is part of a research team responsible for the successful application of association frameworks and insights by association members. This person will work closely with the Vice President, Research – Support Services, Analytics Team, Membership Development Directors, and Program Managers for TSIA. Key activities of this position will include:

  • Data gathering, analysis, and presentation of industry benchmarking for members.
  • Ongoing content refinements to benchmarking and industry trend data-gathering instruments.
  • Design, implementation and presentation of member studies.
  • Management of internal and external analyst resources.
  • Management of internal and external analyst resources.
  • Presentation of key industry trends to membership at various membership forums.
  • Authoring of articles for inclusion in various publications.

The Support Director must have strong proficiency with the following tools:

  • Microsoft PowerPoint
  • Microsoft Excel
  • Microsoft Word
  • Tableau

Key Metrics

Like every employee of TSIA, the Director of Research will be evaluated on the ability of the association to grow and meet the business needs of members. Additionally, this position will be evaluated on the following metrics:

  • Quality of research deliverables.
  • Responsiveness to member inquiry.
  • Peer evaluation.

Location

This is a full-time position. The candidate can be based anywhere in the U.S and will be given state-of-the-art tools to communicate with co-workers and members around the world.

About Our Companies

We own and operate the industry’s leading associations for technology services. Our member companies include virtually every major player in global technology markets like IT, consumer, office solutions, medical device and others. In addition to research and publishing, our associations conduct industry conferences and trade shows. We also deliver advisory and consulting services in conjunction with our consulting partners.

Qualifications

The successful candidate will have:

  • Minimum of ten years experience in the technology industry
  • Minimum three years prior experience at a management, director level within Support Services
  • Deep understanding of call center, offshoring, outsourcing, contact channels, knowledge management, self-service, support organizational structures, support funding models.
  • Proven track record of analysis and implementation skills
  • Strong communication and customer interaction skills
  • Previous experience applying industry benchmarking analysis
  • Willingness to travel 25%

Education

  • Required: B.S. or B.A.
  • Preferred: Economics, IT, Marketing or Statistics degrees. MBA, PhD.

Experience

  • Required: Minimum 15 years professional experience.

For More Information:

Please contact Judith Platz at judith.platz@tsia.com

About TSIA

The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.