DIRECTOR OF TECHNICAL SUPPORT SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
Updated: Mai 28, 2025 - The Director of Technical Support has experience in service management and technical support, particularly in large, complex web-based service environments. With a strong customer-first mindset, this position demonstrates the ability to manage Enterprise support for public sector clients, ensuring exceptional care and driving solutions across cross-functional teams. The director possesses strong analytical, problem-solving, and communication skills, with a proven track record of delivering on departmental goals, managing key metrics, and resolving issues efficiently through various ticketing systems like Salesforce Service Cloud.
Essential Hard and Soft Skills for a Standout Director of Technical Support Resume
- Technical Support Management
- Service Management
- Enterprise Support
- Web-Based Service Technology
- Ticketing Systems
- Root Cause Analysis
- Database Support
- Data Platform Technology
- Problem Resolution
- Systems and Process Development
- Customer-Focused Mindset
- Communication
- Negotiation
- Problem-Solving
- Leadership
- Analytical Thinking
- Adaptability
- Conflict Resolution
- Time Management
- Team Collaboration


Summary of Director of Technical Support Knowledge and Qualifications on Resume
1. BS in Software Engineering with 6 years of Experience
- Experience in retail, hospitality, or QSR, with a focus on end-user/location support
- Experience in customer service partnering with meeting the needs of the end-user
- Technical help desk experience including lead/supervision experience
- Experience standing up help desk/call center, ideally via a third-party supplier
- Experience with telephony and CMS platforms
- Experience in analyzing system logs and other data to identify trends and identifying root causes or probable issues.
- Experience in supplier partnership and management
- Experience in process creation and implementation
- Understanding of common SLAs including ASA, overall SLA, AHT, MTR
- Sufficient technical background to understand how systems integrate, hand off data, and trace those systems' attempts to triage hard-to-solve problems.
- Ability to prioritize activities including time management and organizational skills.
- Solid written, oral, and interpersonal communication skills.
2. BS in Computer Science with 11 years of Experience
- Experience in a technical support role with experience in management including building a tech support team from the ground up
- Highly experienced in root cause analysis and coordinating incident responses.
- Experience supporting SaaS implementations, application development integrations, DevOps, and SaaS architectures.
- Experience working with APIs and API integration with various programming languages.
- A self-starter approach to work and the ability to adapt and thrive in rapidly changing circumstances.
- Excellent oral and written communication skills.
- Excellent customer service and conflict resolution skills.
- Fluent in tech monitoring and support tools, systems, and techniques
- Cryptocurrency knowledge and experience.
- Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes.
- Excellent change management skills.
- Prior experience in a data-driven environment.
3. BS in Information Technology with 7 years of Experience
- Be an excellent manager and leader of people and able to earn the respect of a highly technical and top-performing support team.
- Proven experience with the ability to manage managers as well as individual contributors.
- Must have hands-on technical support experience and managing high-profile customers.
- Experience in directly managing a technical support team (including hiring, performance management, team motivation, managing risk, providing mentorship, and career progressions).
- Experience with supporting an array of products with a high impact on business/productivity.
- Experience supporting Enterprise customers.
- Global experience, with the ability to operate in a 24/7- “Follow the Sun” Model
- Excellent analytical and problem-solving skills
- Customer orientation and excellent interpersonal skills
- Excellent verbal and written communication skills
- The ability to be on call as required.
4. BS in Systems Administration with 10 years of Experience
- Experience managing technical support professionals
- Experience working with support tools and phone systems
- Ability to effectively work with tight schedules and a fast-paced environment, and flexible to work on weekend shifts as per Business Needs
- Excellent written and verbal communication skills
- An analytical bent of mind with excellent operational skills
- Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
- The ability to understand and escalate issues efficiently and appropriately
- Demonstrate strong work ethic and advanced organizational skills
- Experience developing and delivering creative business solutions for complex problems
- Ability to effectively work with tight schedules and a fast-paced environment
- Ability to attract, hire, and retain high-performing support professionals
- Functional or technical salesforce.com application knowledge
- Must embody Salesforce values and provide exemplary leadership
5. BS in Network Engineering with 13 years of Experience
- Technical support and service management experience
- Experience in a supervisory role in a public sector space
- Experience managing Enterprise support in a large and complex environment in a web-based service and technology
- Ability to represent the needs of public sector customers and infrastructure and help build out processes and systems for that environment
- A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- Proven capability of delivering on departmental goals and key metrics
- Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
- A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards
- Strong analytical and problem-solving skills
- Strong technical aptitude and excellent communication and negotiation skills, both oral and written
- Extensive experience in one or more ticketing systems - Salesforce Service Cloud
- Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
- Experience facilitating solution-building across cross-functional teams and driving complex projects to achieve a shared goal