London, United Kingdom; Custom House Quay, Ireland
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Other
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Full Time
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Hybrid (Remote / On Site)
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4653
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Job Description
\nJob Overview
The Director of Technical Support drives and manages iCIMS EMEA customer support activities by adhering to world class standards and service levels aligned to our global strategy. Core duties include driving and leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the EMEA team consisting of both full time and contract work force. This role will be reporting to the Senior Director, Customer Support.
About Us
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities
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Lead the EMEA support function by providing vision, planning & prioritization for team resources delegating and assigning activities, duties, and objectives aligned to our global strategy.
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Build cross-departmental collaboration with leaders to increase alignment on efforts, action planning and results driven by company vision and goals.
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Representing the organization during escalations aligning the customer feedback to the strategic vision of the organization.
\n
Oversee and ensure execution of support process flow and procedure compliance to ensure individual and team’s efficient delivery of service to KPIs.
\n
Measure departmental performance by refining metrics and reporting.
\n
Foster and facilitate the professional growth, engagement, and development of team members.
\n
Involvement in the selection process during global expansions and hiring.
\n
Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.
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Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
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Conduct quarterly reviews with iCIMS executive leadership on the execution of strategic global initiatives.
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Qualifications
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Experience leading a customer facing Support team through metrics and SLA with global exposure.
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Excellent verbal and written communication skills both in French and English – C1 minimum.
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Proven expertise with support team leadership responsibilities.
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Proven ability to provide guidance and coaching while empowering staff to perform their role.
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Strong executive presence and ability to manage influence through empathy, negotiation, and consensus building with diverse audiences.
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Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
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Excellent planning and organizational skills.
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Excellent presentation skills and ability to motivate teams.
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Expertise in MS Excel and PowerPoint.
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Preferred
Knowledge of HR / Recruitment Software domain is a plus.
EEO Statement
We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
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We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and Benefits
iCIMS offers the following benefits: medical insurance (employees and dependent family members), personal life insurance, 28 days of paid vacation per year, reimbursement of lifestyle expense accounts, wellness service offerings, and a Retirement Plan.
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<!-- FOR BRANDING SPECIFIC TRACKING SCRIPTS -->\n\n\n\n\n <footer class="footer defaults">\n
<script> window.jobDescriptionConfig = {"socialShare":true,"job":{"slug":"4653","category":[" Other"],"full_location":"London, United Kingdom; Custom House Quay, Ireland","short_location":"Multiple","language":"en-gb","languages":["en-gb","fr-fr"],"client_code":"customer0","req_id":"4653","title":"Director, Technical Support (EMEA)","description":"<strong>Job Overview</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt;\\"><span style=\\"font-family: arial, helvetica, sans-serif;\\">The Director of Technical Support drives and manages iCIMS EMEA customer support activities by adhering to world class standards and service levels aligned to our global strategy. Core duties include driving and leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the EMEA team consisting of both full time and contract work force. This role will be reporting to the Senior Director, Customer Support.</span> </span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.</span></p> <br><strong>Responsibilities</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Lead the EMEA support function by providing vision, planning & prioritization for team resources delegating and assigning activities, duties, and objectives aligned to our global strategy. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Build cross-departmental collaboration with leaders to increase alignment on efforts, action planning and results driven by company vision and goals. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Representing the organization during escalations aligning the customer feedback to the strategic vision of the organization. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Oversee and ensure execution of support process flow and procedure compliance to ensure individual and team’s efficient delivery of service to KPIs. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Measure departmental performance by refining metrics and reporting. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Foster and facilitate the professional growth, engagement, and development of team members. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Involvement in the selection process during global expansions and hiring.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Conduct quarterly reviews with iCIMS executive leadership on the execution of strategic global initiatives.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Experience leading a customer facing Support team through metrics and SLA with global exposure.</span></li><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent verbal and written communication skills both in French and English – C1 minimum.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven expertise with support team leadership responsibilities. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven ability to provide guidance and coaching while empowering staff to perform their role. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Strong executive presence and ability to manage influence through empathy, negotiation, and consensus building with diverse audiences. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent planning and organizational skills. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent presentation skills and ability to motivate teams. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Expertise in MS Excel and PowerPoint. </span></li></ul> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">We celebrate diversity and are committed to creating an inclusive environment for all employees. 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We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\">If you would like to request an accommodation due to a disability, please contact us at </span></span><span style=\\"font-size: 12.0pt; font-family: 'Times New Roman',serif; color: black;\\"><a href=\\"mailto:careers@icims.com\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"font-family: 'Arial',sans-serif; border: none windowtext 1.0pt; padding: 0in;\\">careers@icims.com</span></a></span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">.</span><span style=\\"font-size: 12.0pt; 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Core duties include driving and leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the EMEA team consisting of both full time and contract work force. This role will be reporting to the Senior Director, Customer Support.</span> </span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.</span></p> <br><strong>Responsibilities</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Lead the EMEA support function by providing vision, planning & prioritization for team resources delegating and assigning activities, duties, and objectives aligned to our global strategy. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Build cross-departmental collaboration with leaders to increase alignment on efforts, action planning and results driven by company vision and goals. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Representing the organization during escalations aligning the customer feedback to the strategic vision of the organization. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Oversee and ensure execution of support process flow and procedure compliance to ensure individual and team’s efficient delivery of service to KPIs. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Measure departmental performance by refining metrics and reporting. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Foster and facilitate the professional growth, engagement, and development of team members. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Involvement in the selection process during global expansions and hiring.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Conduct quarterly reviews with iCIMS executive leadership on the execution of strategic global initiatives.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Experience leading a customer facing Support team through metrics and SLA with global exposure.</span></li><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent verbal and written communication skills both in French and English – C1 minimum.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven expertise with support team leadership responsibilities. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven ability to provide guidance and coaching while empowering staff to perform their role. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Strong executive presence and ability to manage influence through empathy, negotiation, and consensus building with diverse audiences. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent planning and organizational skills. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent presentation skills and ability to motivate teams. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Expertise in MS Excel and PowerPoint. </span></li></ul> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\"> </span></span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\">If you would like to request an accommodation due to a disability, please contact us at </span></span><span style=\\"font-size: 12.0pt; font-family: 'Times New Roman',serif; color: black;\\"><a href=\\"mailto:careers@icims.com\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"font-family: 'Arial',sans-serif; border: none windowtext 1.0pt; padding: 0in;\\">careers@icims.com</span></a></span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">.</span><span style=\\"font-size: 12.0pt; 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Core duties include driving and leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the EMEA team consisting of both full time and contract work force. This role will be reporting to the Senior Director, Customer Support.</span> </span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.</span></p> <br><strong>Responsibilities</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Lead the EMEA support function by providing vision, planning & prioritization for team resources delegating and assigning activities, duties, and objectives aligned to our global strategy. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Build cross-departmental collaboration with leaders to increase alignment on efforts, action planning and results driven by company vision and goals. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Representing the organization during escalations aligning the customer feedback to the strategic vision of the organization. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Oversee and ensure execution of support process flow and procedure compliance to ensure individual and team’s efficient delivery of service to KPIs. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Measure departmental performance by refining metrics and reporting. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Foster and facilitate the professional growth, engagement, and development of team members. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Involvement in the selection process during global expansions and hiring.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Conduct quarterly reviews with iCIMS executive leadership on the execution of strategic global initiatives.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Experience leading a customer facing Support team through metrics and SLA with global exposure.</span></li><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent verbal and written communication skills both in French and English – C1 minimum.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven expertise with support team leadership responsibilities. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven ability to provide guidance and coaching while empowering staff to perform their role. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Strong executive presence and ability to manage influence through empathy, negotiation, and consensus building with diverse audiences. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent planning and organizational skills. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent presentation skills and ability to motivate teams. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Expertise in MS Excel and PowerPoint. </span></li></ul> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\"> </span></span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">We are proud to be an equal opportunity and affirmative action employer. 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font-family: 'Verdana',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span><span style=\\"font-size: 12.0pt; font-family: 'Verdana',sans-serif; color: black;\\"> </span></p> <br><strong>Compensation and Benefits</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-family: arial, helvetica, sans-serif; font-size: 12pt;\\">iCIMS offers the following benefits: medical insurance (employees and dependent family members), personal life insurance, 28 days of paid vacation per year, reimbursement of lifestyle expense accounts, wellness service offerings, and a Retirement Plan.</span></p>","location_name":"London, UK","street_address":"WeWork\\n14 Hewett Street, Office 05S102","city":"London","country":"United Kingdom","country_code":"GB","postal_code":"EC2A 3NP","location_type":"LAT_LNG","latitude":51.50853,"longitude":-0.12574,"additional_locations":[{"city":"Custom House Quay","state":"Dublin","country":"Ireland"}],"categories":[{"name":"Other"}],"tags1":["Experienced"],"tags2":["Hybrid (Remote / On Site)"],"department":"","promotion_value":0,"benefits":[],"employment_type":"FULL_TIME","qualifications":"<ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; 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font-family: arial, helvetica, sans-serif;\\">Measure departmental performance by refining metrics and reporting. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Foster and facilitate the professional growth, engagement, and development of team members. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Involvement in the selection process during global expansions and hiring.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Conduct quarterly reviews with iCIMS executive leadership on the execution of strategic global initiatives.</span></li></ul>","posted_date":"2023-10-17T18:15:00+0000","apply_url":"https://globalcareers-customer0.icims.com/jobs/4653/login","internal":false,"searchable":true,"active":true,"applyable":true,"li_easy_applyable":true,"ats_code":"icims","hiring_flow_name":"iCIMS ATS Hiring Flow","meta_data":{"openingjobs":{"openingJobId":"0000b2e2f032e6ac0a58aa8949a980417f9a"},"icims":{"revision_int":1,"uuid":"bf85de75-e816-4768-a734-e5582c612931","primary_posted_site_object":{"datePosted":"2023-10-17T18:15:00+0000","site":"globalcareers-customer0","siteId":"e6c1c01d-774c-4d43-82c4-5d9858fe53fd","tenantId":"12326","siteType":"ATTRACT"},"date_updated":"2023-10-17T18:15:37Z","config_keys":{"portal.id":"151","ccc.attract.portal.url":"https://careers.icims.com","icims.external.xml.feeds":"icims.indeed.xml.enabled,icims.resume-library.xml.enabled,icims.direct-employers.xml.enabled,icims.monster.xml.enabled,icims.adzuna.xml.enabled,icims.careerbuilder.xml.enabled,icims.ziprecruiter.xml.enabled,icims.craigslist.xml.enabled,icims.itjobscafe.xml.enabled,icims.recruitnet.xml.enabled,icims.upward.xml.enabled,icims.jobbio.xml.enabled,icims.propellum.xml.enabled,icims.snagajob.xml.enabled,icims.inhersight.xml.enabled,icims.pallet-labs.xml.enabled,icims.qkly.xml.enabled,icims.cv-library.xml.enabled,icims.linkedin.xml.enabled,icims.zippia.xml.enabled,icims.puck.xml.enabled","icims.company.facebook.url":"https://www.facebook.com/iCIMS","jobposting.external.company.name":"iCIMS Talent Acquisition","icims.config.web.indeed.easy.apply":"0"},"jps_is_public":true},"elasticsearch":{"es_created":false},"ats_job_hash":"02e1bb99ac34cbc8c3a8841292742910","googlejobs":{"jobName":"projects/helpful-passage-853/tenants/cb22eb5b-7e00-0000-0000-007edad744d3/jobs/124344091400905414"},"import_id":"962effd3-786e-4bee-bd9a-d8e2278b0f6f","redirectOnApply":true,"questionservice":{"id":"29093865"},"import_source":"ImporterService","client_code":"customer0"},"update_date":"2023-10-17T21:18:35+0000","create_date":"2023-10-17T18:15:48+0000","multipleLocations":true},"formattedData":{"categories":"Other","location":"Multiple","title":"Director, Technical Support (EMEA)","seo_title":["Other","Multiple","Director%2C+Technical+Support+(EMEA)"],"description":"<strong>Job Overview</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt;\\"><span style=\\"font-family: arial, helvetica, sans-serif;\\">The Director of Technical Support drives and manages iCIMS EMEA customer support activities by adhering to world class standards and service levels aligned to our global strategy. Core duties include driving and leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the EMEA team consisting of both full time and contract work force. This role will be reporting to the Senior Director, Customer Support.</span> </span></p> <br><strong>About Us</strong> <br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.</span></p> <br><strong>Responsibilities</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Lead the EMEA support function by providing vision, planning & prioritization for team resources delegating and assigning activities, duties, and objectives aligned to our global strategy. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Build cross-departmental collaboration with leaders to increase alignment on efforts, action planning and results driven by company vision and goals. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Representing the organization during escalations aligning the customer feedback to the strategic vision of the organization. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Oversee and ensure execution of support process flow and procedure compliance to ensure individual and team’s efficient delivery of service to KPIs. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Measure departmental performance by refining metrics and reporting. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Foster and facilitate the professional growth, engagement, and development of team members. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Involvement in the selection process during global expansions and hiring.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; font-family: arial, helvetica, sans-serif;\\">Conduct quarterly reviews with iCIMS executive leadership on the execution of strategic global initiatives.</span></li></ul> <br><strong>Qualifications</strong> <br><br><ul><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Experience leading a customer facing Support team through metrics and SLA with global exposure.</span></li><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent verbal and written communication skills both in French and English – C1 minimum.</span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven expertise with support team leadership responsibilities. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Proven ability to provide guidance and coaching while empowering staff to perform their role. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Strong executive presence and ability to manage influence through empathy, negotiation, and consensus building with diverse audiences. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent planning and organizational skills. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Excellent presentation skills and ability to motivate teams. </span></li><li style=\\"margin-bottom: 0in;\\"><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Expertise in MS Excel and PowerPoint. </span></li></ul> <br><strong>Preferred</strong><br><br><ul><li><span style=\\"font-size: 12pt; color: black; font-family: arial, helvetica, sans-serif;\\">Knowledge of HR / Recruitment Software domain is a plus.</span></li></ul> <br><strong>EEO Statement</strong><br><br><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\">We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\"> </span></span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\"> </span></p><p style=\\"margin: 0px;\\"><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.</span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black;\\"> <span style=\\"border: none windowtext 1.0pt; padding: 0in;\\">If you would like to request an accommodation due to a disability, please contact us at </span></span><span style=\\"font-size: 12.0pt; font-family: 'Times New Roman',serif; color: black;\\"><a href=\\"mailto:careers@icims.com\\" target=\\"_blank\\" rel=\\"noopener\\"><span style=\\"font-family: 'Arial',sans-serif; border: none windowtext 1.0pt; padding: 0in;\\">careers@icims.com</span></a></span><span style=\\"font-size: 12.0pt; font-family: 'Arial',sans-serif; color: black; border: none windowtext 1.0pt; padding: 0in;\\">.</span><span style=\\"font-size: 12.0pt; 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","datePosted":"2023-10-18T10:40:56.714Z","validThrough":"2023-12-28","employmentType":[],"hiringOrganization":{"@type":"Organization","name":"iCIMS","description":"iCIMS is a leading provider of talent acquisition technology that enables organizations globally to hire great people. For more than two decades, iCIMS has been at the forefront of talent acquisition transformation, empowering thousands of organizations worldwide with the right tools to meet their evolving needs across the talent journey and drive business success. iCIMS’ AI-powered hiring platform is designed to improve efficiency, cut recruiting costs and build exceptional experiences for candidates and recruiters.\r\n","numberOfEmployees":1236,"address":[{"address":{"@type":"PostalAddress","addressLocality":"Holmdel, NJ, USA"}}],"sameAs":"https://icims.com","url":"https://icims.com","logo":"https://cdn.getro.com/companies/1a9b47cf-7911-5d6b-b72f-1f0ace6cf240","memberOf":{"@type":"Organization","name":"TA Associates","description":"Founded in 1968, TA Associates is one of the oldest and largest private equity firms in the world. We invest in private companies in exciting industries, with the goal of helping management teams build their businesses into great companies. This mission has been at the heart of TA's approach to investing, and our more than 460 current and former portfolio companies illustrate our commitment to provide steady support through the cycles of the global economy. \\r\\n\\r\\nWith $24 billion raised since inception and over four decades of experience, we offer our portfolio companies financial support, strategic guidance and a significant network of contacts. We help our portfolio companies navigate the complicated paths of public offerings, debt financings, and mergers and acquisitions.\\r\\n\\r\\nWith more than 85 investment professionals in Boston, Menlo Park, London, Mumbai and Hong Kong, we possess the knowledge and the ability to act decisively in a wide array of industries. While we have deep expertise in technology, financial and business services, healthcare, and consumer industries, we will consider investments in other areas.\\r\\n\\r\\nWe are here to help you build a thriving business and create substantial value for the future.","logo":"https://cdn.filepicker.io/api/file/WH93rHSvQT6YBkkxb3rJ","url":"careers.ta.com"},"keywords":"Administrative Services, HR and Recruiting, Information Technology, Professional Services, Sales and Marketing, Software"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Multiple locations"}}}
London, United Kingdom; Custom House Quay, Ireland
Other
Full Time
Hybrid (Remote / On Site)
4653
Job Description
Job Overview
The Director of Technical Support drives and manages iCIMS EMEA customer support activities by adhering to world class standards and service levels aligned to our global strategy. Core duties include driving and leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the EMEA team consisting of both full time and contract work force. This role will be reporting to the Senior Director, Customer Support.
About Us
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities
Lead the EMEA support function by providing vision, planning & prioritization for team resources delegating and assigning activities, duties, and objectives aligned to our global strategy.
Build cross-departmental collaboration with leaders to increase alignment on efforts, action planning and results driven by company vision and goals.
Representing the organization during escalations aligning the customer feedback to the strategic vision of the organization.
Oversee and ensure execution of support process flow and procedure compliance to ensure individual and team’s efficient delivery of service to KPIs.
Measure departmental performance by refining metrics and reporting.
Foster and facilitate the professional growth, engagement, and development of team members.
Involvement in the selection process during global expansions and hiring.
Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.
Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
Conduct quarterly reviews with iCIMS executive leadership on the execution of strategic global initiatives.
Qualifications
Experience leading a customer facing Support team through metrics and SLA with global exposure.
Excellent verbal and written communication skills both in French and English – C1 minimum.
Proven expertise with support team leadership responsibilities.
Proven ability to provide guidance and coaching while empowering staff to perform their role.
Strong executive presence and ability to manage influence through empathy, negotiation, and consensus building with diverse audiences.
Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
Excellent planning and organizational skills.
Excellent presentation skills and ability to motivate teams.
Expertise in MS Excel and PowerPoint.
Preferred
Knowledge of HR / Recruitment Software domain is a plus.
EEO Statement
We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and Benefits
iCIMS offers the following benefits: medical insurance (employees and dependent family members), personal life insurance, 28 days of paid vacation per year, reimbursement of lifestyle expense accounts, wellness service offerings, and a Retirement Plan.
Cookies are used on this site to assist in continually improving the candidate experience and all the interaction data we store of our visitors is anonymous.
Learn more about your rights on our Privacy Policy page.
We use cookies to provide website functionality and to analyze our traffic. If we have detected an opt-out preference signal then it will be honored. For more information, please see our Cookie Notice.
Your Opt Out Preference Signal is Honored
Privacy Preference Center
When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. A description of the cookie types is provided below each category heading. Click on the button next to each category heading to change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.
iCIMS Cookie Notice
Manage Consent Preferences
Strictly Necessary Cookies
Always Active
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These cookies may be set through our Websites by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant advertisements on other websites. They store uniquely identifying information about your browser and device. If you do not allow these cookies, you will experience less targeted advertising.