Basic Information

Country:

Portugal

State:

Date Published:

21-Jan-2025

Job ID:

43658

Travel:

You may occasionally be required to travel for business

This role can be based remotely in Portugal

Description and Requirements

CareerArc Code

CA-MS

#LI-MS2

Hybrid: #LI-Hybrid

"At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud! 

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 

Join Us as Senior Director of IZOT Technical Support

Are you ready to lead a transformative journey in customer support? We’re seeking a visionary Senior Director of IZOT Technical Support to elevate customer satisfaction and redefine how we deliver exceptional support experiences. In this role, you’ll harness your expertise in driving self-help support channels, building vibrant customer communities, hiring and training top technical talent, and innovating support delivery. As a dynamic leader and change agent, you’ll shape a support organization that’s not just responsive but a true customer delight engine. If you’re passionate about making a meaningful impact and driving continuous improvement, we want to hear from you!

Here is how, through this exciting role, you will contribute to BMC's and your own success:

Lead a large customer support team.
Develop technical support processes.
Hire and train new mainframe technical support resources.
Document results improving KPIs.
Deliver on support self-help channels driving down ticket volume.
Coach other support leaders.
Interface with customers to help them achieve value from our products and services.
Manage, escalate and drive satisfactory resolution of customers' technical support issues. Develop action plans to facilitate resolution.
Effectively manage customer escalations to a positive conclusion.
Drive changes to policies and establishes procedures that affect immediate processes.
Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of technical support.
Provide input to help set strategic direction of the customer support organization.

To ensure you’re set up for success, you will bring the following skillset & experience:

Ability to communicate with and influence other departments with differing priorities.
Expertise in customer support, case management, knowledge management, problem management and driving self-service support channels.
Solid experience in a customer facing, technical support environment managing a large and successful team.
Prior experience supporting mainframe technologies.
Prior leadership experience within support.
Excellent communication and customer facing skills with proven ability to handle difficult customer situations effectively.
Strong time management and organizational skills.
Excellent staff mentoring and leadership skills.
Management skills working to empower and motivate a strong team of leaders.

#LI-Remote

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

Min salary

92,100

Max salary

153,500