Director, Support Operations Center (SOC)

Source Support Services - Lawrenceville, GA
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Source Support Services

Director, Support Operations Center (SOC)

Organization/Department: Support Operations Center 
Reports To: SVP, Service Delivery

Note: This job description is not a comprehensive listing of activities, duties or responsibilities required. The listed duties, responsibilities, and activities may change at any time with or without notice.

Position Overview

Source’s relentless goal is to provide world-class support to OEM enterprise IT and Healthcare customers by creating undeniable value. The SOC Director is a key strategic & operational leadership role overseeing the development, delivery and continuous improvement of customer services and the strategic evolution of staff, processes, and technology, to deliver key service outcomes in alignment with Company goals and objectives. This role is responsible to identify and develop all culture, process and performance refinements/efficiencies for cost effective, best-in-class service delivery and for leading/developing the SOC team.

Success requires vision & the ability to translate Company strategies to tangible action plans. It is also essential to proactively monitor & guide the SOC toward ever-better performance, especially for newly onboarded customers to accelerate revenue. This leadership role is tasked to analyze data, processes & systems and subsequently recommend improvements to scale our service delivery capabilities while making them less error prone and more intuitive, often with urgency. Expect regular interaction with customers, team members, field engineers (FEs), sales associates, executive management, and others.

Key Responsibilities 

  • Enabling sales growth through continued advancement of service delivery capability & quality
  • Determining SOC strategic priorities & planning for the execution of those priorities
  • Solving problems that challenge the SOC management team
  • Guiding & mentoring the SOC management team to enhance personal & team performance
  • Building enduring relationships with customers & with key leaders at Source
  • Determining how to best accomplish Company objectives
  • Defining SOC success & setting associated clear, accountable team goals
  • Demonstrating strength & conviction to achieve despite obstacles & objections
  • Continuously improving SOC skills, processes & systems to facilitate rapid growth, add consistency, improve quality, and enhance the service delivery experience
  • Strategically planning & managing resources & the associated budget
  • Fostering the Source Support culture to deliver best-in-class services
  • Constantly improving operational efficiency without compromising quality
  • Using customer feedback and data analytics to identify Company-wide improvements
  • Offering regular status updates & planning discussions with senior Company leadership
  • Acting as Voice of the Customer across the Company
  • Providing staff feedback through 1:1s, effective use of personal development plans & ongoing mentoring
  • Ensuring compliance with all regulatory, audit & legal requirements & identifying potential risk issues
  • Working effectively with peers & stakeholders to negotiate and influence customer improvements
  • Championing continuous improvement
  • Performing other duties and projects as assigned

Education & Experience 

  • 6-8 years successful strategic, senior Technical Support leadership in a fast-paced, multi-product environment. OEM experience preferred.
  • Evidence of influential relationship skills at all organizational levels & ability to use these connections to deliver service improvements
  • Established track record of exceeding targets, KPIs/SLAs, in a quality-led, operationally compliant environment
  • Bachelor’s degree in Information Technology/Systems, Business Management, or equivalent industry experience. Master’s degree preferred.
  • Project management experience preferred

Required Technical Skills

  • Strong familiarity with Salesforce Service Cloud. Minimally capable to build custom reports, graphs & dashboards.
  • Robust analytical skills with a demonstrated ability to extensively evaluate business processes & workflows
  • High level of competence with MS Office and MS Visio
  • Technical aptitude paired with ability & desire to constantly learn new technologies a strong plus

Required Soft Skills

  • Excellent teamwork aptitude and abilities
  • Relationship building skills
  • Continuous dedication to quality
  • Predisposed to proactive assessment & action
  • Organizational vision paired with strategic and critical thinking skills
  • Dedication and tireless focus on customer satisfaction, advocacy, and follow-through
  • Strong, strategic customer focus with a clear understanding of the wider issues impacting the relevant markets
  • Goal-oriented with demonstrated ability to motivate and communicate with others at all levels
  • Organized with self-discipline to work independently, take initiative, and solve problems
  • Data-driven approach paired with great analytical skills and attention to detail whenever possible
  • Clear & succinct communication including strong presentation skills
  • Innovative problem solver
  • Ability to adapt, juggle competing priorities & thrive in fast-paced, changing environment
  • Experience, judgment, and urgency to plan & make decisions to accomplish goals
  • Manage all interactions in a professional & courteous manner

Physical Requirements & Work Environment 

  • Expected to work at Source’s office unless other arrangements have been agreed to
  • Reasonable accommodations may be made to enable performance of essential job functions
  • Ability to efficiently operate a laptop is expected
  • Regularly required to sit, use hands/fingers, speak, and listen
  • Specific vision abilities include close vision, color vision and ability to adjust focus
  • Low to moderate noise volume


3505 Newpoint Place
Suite 450
Lawrenceville, GA 30043

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