Director, Support Services

Job Description
A company headquartered in Boulder, Colorado is seeking to add a Director, Support Services to their growing team. This individual will lead and scale the Support Services function, building a structured, multi-tier support organization that delivers consistent, high-quality service across all customer accounts. They will be responsible for designing team structures, hiring and developing talent, and establishing a culture centered around accountability, customer empathy, and continuous improvement. On a daily basis, they will oversee and optimize ITSM platforms (FreshService and FreshDesk), including managing workflows, service catalogs, SLA policies, automation, and reporting. They will drive the evolution of support processes by formalizing ITIL-aligned practices such as incident management, problem management, and change management, while advancing overall organizational maturity. This role will also own service performance metrics, building dashboards, and repor...