Head of Support

Position Overview

We have a new and exciting opportunity for an experienced and enthusiastic leader to join our team Reporting to the CEO, the **Head of Support & Service Operations** is responsible for managing the daily operations, and strategic direction of the Service and Support Teams, ensuring the delivered performance and services exceeding our customer needs. You will be supported with a structured pathway to becoming a critical member of the Senior Leadership Team.

You’ll provide high level strategic planning, communication and collaboration with relevant internal and external stakeholders, identifying risk and opportunities for continuous and ongoing.

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- Your Role at POMT
- Manage the holistic operations of the Support Services function.
- Provide strong leadership, mentorship and management to a geographically diverse Support Services team.
- Working strategically with the Solutions team to identify and help close additional revenue opportunities within existing client base
- Establish and maintain relationships with external stakeholders
- Ensure efficiency within the SS function, goals are met, and daily operations monitored
- Lead and oversees high priority incidents and effectively manage stakeholder communication including timely restoration of services.
- Develop and implement service operations frameworks including the review of practices, policies, procedures and standards.
- Provide professional advice to the broader POMT team for all things related to the support services offering and the final client deliverables
- Initiate, contribute to and launch new support initiatives and customer service programs
- Developing budgets and managing profitability
- Work alongside the CEO & CFO to develop and drive strategy and business growth initiatives.
- Work with Finance and Legal on preparation of all pricing proposals and legal document.

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- What you'll need to succeed

With proven skills in leading and managing a multi skilled workforce within a blended delivery model, you are someone who demonstrates strong communication skills, both written and verbal. You thrive in an environment where you must plan and prioritise, are adaptable, agile and work well in a collaborative work environment.
- 5-7 years' experience as a Leader in Customer Support and or Professional Services
- You must have strong leadership and influencing skills, partnering closely with Senior Team Leaders and key decision makers both internally and within our clients organisations.
- Experience in troubleshooting and investigating technical and business issues in time pressured environments.
- You have a passion for great customer experience and the capability to translate customer needs and feedback to internal collaborators
- You have the range to lead a team and influence clients and leaders throughout the company to get alignment and consensus
- You know how to balance strategic vision with the humility to roll up your sleeves and get into the details
- Strong understanding of management practices and techniques
- Proven team Leadership (dealing with staff of 20+ is an asset)
- Technical awareness and ability to understand new technology and services
- An advanced understanding of the core elements of POMT's workplace technology offering including; Audio Visual equipment knowledge including Lighting Control Systems, DSP Audio systems, Audio routing including Ethernet based protocols and Video systems including routing over IP and streaming solutions.
- Proficiency with Microsoft Office 365
- Customer service software's (Zendesk, TeamSupport, Intercom, Zoho, Jira Service Desk)
- CRM aptitude

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- Hard & soft skills you’ll posses
- Interpersonal skills
- Communication skills
- Problem-solving
- Decision-making
- Critical thinking
- Collaboration
- Customer service skills
- Adaptability
- Emotional intelligence
- Conflict resolution
- Leadership skills
- Tech Aptitude
- Computer skills
- Strategic thinking