Director of Support Services - Remote

Overview

GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation.

In Short

• Lead and scale a multi-tiered Customer Support organization.
• Manage 24x7x365 support operations and after-hours escalations.
• Oversee Help Desk performance and ensure timely issue resolution.
• Act as the senior escalation point for critical incidents.
• Define and enforce SLAs and support standards.
• Drive continuous improvement of support processes and tools.
• Develop and maintain support documentation and SOPs.
• Lead, mentor, and develop a high-performing support team.
• Conduct root cause analysis on recurring issues.
• Collaborate with Engineering, Product, and Technical teams.

Requirements

• 6–10 years of experience in Customer Support or Technical Support.
• 2–5 years of experience managing support teams.
• Experience with ticketing systems (e.g., Zendesk, Jira).
• Strong judgment and problem-solving skills for escalations.
• Familiarity with 24/7 support models.
• Knowledge of incident management and support metrics.
• Ability to perform mid-level technical troubleshooting.
• Strong organizational skills to balance multiple priorities.
• Experience developing support documentation.
• Strong communication skills for technical and non-technical stakeholders.

Benefits

• Impact the reliability of mission-critical systems.
• Work in a dynamic and innovative environment.
• Opportunity to lead a high-performing team.
• Be part of a company redefining public safety technology.