Support Desk Director

Location: Bellevue, Washington
The Consulting and BI Services division of Beyondsoft (formerly known as Piraeus Consulting)  provides consulting and development services to customers in need of data-driven solutions that are targeted to their business needs.  Through a mix of innovative business process, highly visual business intelligence, and analytics solutions and services, we improve the bottom lines of our Enterprise clients which include Microsoft, The Bill and Melinda Gates Foundation, Toyota, VMWare and a wide range others. Beyondsoft is a global IT outsourcing firm with over 8,000 employees in six countries, and the role of our Consulting and BI Services division is to offer state of the art data and analytics services while leveraging the scale and global reach available to us through our parent company.
 
We’re looking for an experienced leader and effective strategist to assume responsibility for our growing Support Desk practice area. Beyondsoft Support Desks align with our Data and BI Division as they focus heavily on gaining insights that drive efficiencies through deeply understanding ticket tracking data, building customized ticketing data solutions as a component of our outsourced support offering, and identifying opportunities to apply data analytics to optimize time spent by support agents. The ideal candidate will have a background in leading teams of support agents, bring knowledge of industry best practices for support desks, experience working with dual-shore teams, working with ticketing data to optimize team effort, and working within the consulting and outsourcing community in the greater Seattle area. Key to the success of this role will be an ability to maintain strong relationships with our existing clients, grow our current engagements, and grow our Support Desk offering by partnering with our Business Development Team to engage new customers.

This is a great opportunity for an experienced consulting professional who wishes to grow a Support Desk business with a strong foundation in quality service and unlimited potential.

Responsibilities
  • Practice leadership for the Support Desk offering within our BI and Consulting Services division
  • Collaborate with other solution delivery teams to optimize the results of the Support Desk practice area
  • Manage customer expectations and support team performance to achieve a high level of both team and customer satisfaction
  • Evolve a Support Desk capability to keep pace with industry best practices and provide a quality and price effective offering to customers
  • Manage teams of support agents to a high retention level through culture building within the team, and career planning within Beyondsoft for the team members
  • Support and drive new business opportunities within our Support Desk capability area toward the goal of growing our existing teams and adding new business


Qualifications
  • Customer focused consulting professional with a programmatic and rigorous approach to building smart business processes
  • Excellent leadership skills and strong understanding of consulting services and the support desk capability area
  • Energetic leader with the ability to motivate and grow teams of talented people
  • High level of comfort in negotiating and re-negotiating deal terms for new and/or existing contracts
  • Clear, precise and diplomatic written and verbal communication.
  • Ability to collaborate with business development teams to craft custom offerings targeted to specific customer needs
  • Excellent organization, communication and presentation skills
  • Excellent personnel management and project management skills: establishment of schedules, assignment of task ownership, identification of risks and blocking issues, follow-up and accountability.
 
Company Description
Beyondsoft's Consulting and BI Services Unit (formerly known as Piraeus Consulting) is a BI and management consulting group that helps customers use data to identify business insights. Our role at CBS is to bring our particular brand of expertise surrounding business intelligence while leveraging the scale and global reach available to us through our parent company.  We are an employee-driven group whose guiding principle is client satisfaction, and our means is a fanatical dedication to fully comprehending our client's overarching business goals.  While software, reports, or product plans are common milestones in our projects, solutions are our deliverables.

Additional Information
Compensation: annual salary D.O.E., full benefits

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  You may be required to move from location to location (client site) or travel between locations (client sites) depending upon the need of the company at any given time.  Beyondsoft Consulting cannot control the environment at client sites - sites will be different and the office environments will vary.  While performing the duties of this job, the employee is regularly required to talk or hear and may be regularly required to sit, stand, walk, bend, climb stairs, and lift objects of up to 25 lbs (i.e. your laptop bag or other relevant equipment).

To apply, please submit a resume and cover letter.  Please note: we will not be able to respond to every applicant and will not accept phone calls regarding this position.
 
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