Technical Sales Director

The Technical Support Director is responsible for leading the end-to-end operations of the technical support division across multiple channels, ensuring seamless service for Strategic accounts, government, enterprise customers, and business support teams. This role oversees L1 technical support, a dedicated Strategic agent desk, business call center operations, and retention efforts, ensuring high availability, customer satisfaction, and operational excellence in line with telecom SLAs. Key Responsibilities

Technical Support Operations

Oversee and optimize Level 1 technical support teams, ensuring rapid issue resolution for telecom services (e.g., MPLS, SIP, DIA, VPN, Cloud Connectivity). Design and enforce SLAs, ticket escalation procedures, and root-cause analysis protocols. Lead adoption of ITSM / CRM tools for workflow tracking and customer journey visibility.

Strategic Account Handling

Manage a team of specialized Strategic technical agents serving high-value clients (government, hyperscalers, banks). Ensure white-glove technical service with proactive monitoring, faster response times, and executive escalation paths. Coordinate with sales and NOC for proactive incident prevention and service health reporting.

Business Call Center Management

Direct the business customer support center covering service inquiries, order updates, provisioning coordination, and technical complaints. Ensure 24 / 7 operation with proper workforce planning, queue management, and quality control. Align call center KPIs with customer retention and cross-team collaboration.

Customer Retention & Issue Resolution

Develop and lead retention strategies for B2B clients with recurring complaints or service degradation. Analyze churn triggers and coordinate technical interventions before termination or downgrade occurs. Drive proactive outreach and follow-up campaigns after service recovery.

People & Performance Management

Lead, coach, and grow a multi-disciplinary team including supervisors, team leads, and technical support engineers. Set performance KPIs, conduct evaluations, and define career development paths. Promote a customer-first, data-driven culture across teams.

Cross-Functional Collaboration

Work closely with Product, Network Operations Center (NOC), Sales Operations, and Account Managers to align technical support efforts with broader commercial goals. Participate in enterprise solution onboarding and post-launch technical readiness reviews. Maintain OLO technical stakeholder’s relationship.

Qualifications & Experience

Bachelor’s degree in Telecommunications, Engineering, or IT (MBA is a plus). 10+ years of experience in telecom technical operations or enterprise support. 5+ years of experience in a leadership role managing multi-tier support teams. Strong understanding of telecom services (IP, SIP, MPLS, SD-WAN, etc.) Experience working with government or hyperscaler clients is preferred. Proficiency in service desk tools (e.g., Remedy, ServiceNow, Zendesk). Seniority level

Director Employment type

Full-time Industries

Telecommunications

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