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Director, Customer SupportLouisville, Kentucky

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Job # 421811 Date posted 12/27/2021


We are recruiting for a Director, Customer Support to join our Information Systems Team in Louisville, Kentucky.


Oversees and directs the policies, procedures, and activities of the Customer Support call center function related to the identification, prioritization, and resolution of reported problems within a division or enterprise-wide systems/applications. Ensures that all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately.


  • Directs and controls activities related to staffing and managing the I/S Customer Support for a division or for enterprise-wide systems, applications and hardware Oversees staff, ensuring they are trained on technology and departmental procedures to support delivery of timely and accurate trouble shooting, problem solving and technical advice to end-users of information systems.
  • Negotiates Service Level Agreements (SLAs)  with senior line management to define acceptable problem resolution standards.
  • Builds and constantly improves/adapts departmental processes, including  analysis of Service Center problem tracking and Symposium call distribution data to identify requirements to accommodate changing support needs.
  • Informs senior I/S leadership of serious problems based upon escalation guidelines and keeps customers informed of status.  Negotiates problem escalation protocols with other I/S departments and vendor partners, ensuring that escalated issues are monitored and brought to a timely resolution.
  • Manages relationships with  outside vendors and service providers to ensure that service is seamlessly provided across all lines of business and locations.
  • Ensures department staff participates with  Development and Implementation staff in testing new/upgraded applications before release to the Field.  In addition, develop and manage formal procedures to be followed in order for applications to be “turned over” to Customer Support after implementation.
  • By analyzing the “root cause” of problem calls, provides actionable feedback to corporate IS management concerning system improvements and solutions to ongoing problems.
  • Participates in I/S daily “Critical Call” meetings to ensures that high priority system and hardware failures are resolved as quickly as possible.
  • Oversees and manages the administration of the function assigned, including full budget and staff responsibility.  Ensures employees receive training, development, coaching, and motivation for effective performance and retention.


  • Excellent customer orientation and capacity to direct a high volume, high intensity customer support environment.
  • Strong logic and reasoning abilities to analyze and react to Service Center and Symposium data.
  • Excellent verbal, written and presentation skills.
  • Proven track record leading call center functions, which includes vendor management and communication across organization.
  • Commitment to deadlines and deliverables, with a “customer first” attitude.



  • Bachelor's degree preferred.


  • 10 years of experience providing computer systems customer support
  •  5 years of solid staff management experience.  A combination of education and less experience may qualify.

Depending on candidate's qualifications, we may fill this at a different level. 

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  • Benefits and Recognition

    Benefits & Recognition Our goal is to offer valuable compensation and incentive programs that enables us to attract, reward, retain, and motivate highly qualified individuals. Compensation can include bonus plans and recognition for going above & beyond.

  • Healthcare

    Healthcare We offer a variety of Health Savings Account (HSA) and PPO plan options.

  • 401(k) Plan

    401(k) Plan Employees can contribute pre-tax dollars through payroll deduction.

  • Paid Time Off

    Paid Time Off Your work/life balance is important to us. We offer our employees a flexible Paid Time Off program.

  • Wellness Program

    Wellness Program We offer tools, resources and support for weight loss, stress reduction, smoking cessation and making overall healthier choices.

  • Community

    Community Community involvement is consistent with our company's principles and with our mission of customer service and quality care.

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