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Omega Systems · 13 hours ago

Director of Support Services

Bowie, MD

Full-time

Onsite

Director/Executive

$120K/yr - $140K/yr

10+ years exp

Omega Systems is seeking a strategic and operationally driven Director of Support Services to lead their client support organization through growth and transformation. This role involves shaping the vision and culture for an exceptional support experience for healthcare practices in the U.S., while leading a talented team to drive innovation and continuous improvement in support operations.

Cloud ManagementConsultingCyber SecurityInformation Technology

Responsibilities

Develop and execute the strategic vision for Support Services to align with PEAKE’s company objectives, healthcare-focused mission, and long-term growth goals

Build a scalable support organization by maturing systems, workflows, processes, and standards that enhance efficiency and service consistency

Lead, coach, and develop managers and team leads, strengthening leadership capability, accountability, and operational maturity across all support teams

Drive innovation in support delivery by identifying opportunities for automation, AI enablement, self-service, and knowledge-centered service practices

Own core support performance metrics (CSAT, SLAs, response and resolution times, first-contact resolution, backlog management) and use data to inform decisions

Identify trends, risks, and operational gaps through data analytics, feeding insights into strategic planning and resource allocation

Partner closely with Client Experience, TAMs, Professional Services, Security, and Hosted Services to ensure seamless collaboration and clear ownership across the customer lifecycle

Champion the customer's voice by bringing feedback, patterns, and improvement opportunities to executive leadership and driving cross-functional solutions

Oversee budgeting, headcount planning, tools, and vendor relationships to ensure the support organization has the resources required to scale effectively

Ensure all support operations adhere to HIPAA, ISO 27001/9001, and internal information security standards

Lead transformation and continuous improvement initiatives to increase efficiency, reliability, and service quality

Implement operational controls and reporting structures that drive accountability, predictability, and high performance

Support organizational design, talent development, and succession planning to build a strong and sustainable support leadership pipeline

Collaborate with leadership to prioritize initiatives, remove roadblocks, and execute quarterly and annual business objectives

Represent the Support Services function in executive forums, helping shape company strategy, service delivery models, and customer experience priorities

Qualification

IT support leadershipProcess engineeringAutomation experienceFinancial acumenAI-enabled service deliveryModern support toolsCommunication skillsTeam buildingVendor managementRegulatory experience