Purpose: The purpose of this role is to lead, manage and share a contagious vision to the Client Support Team that aligns with the organizational goals jointly developed by the Chief Operations Officer (COO) as well as the leader in t his role. To support this purpose, this role will be involved in all aspects of the operations of Client Support which includes appropriation of staff as necessary , defining goals and objectives , reporting goals and objectives using pre-defined and agreed upon metrics, resolving operational challenges, and ensuring clients are provide the support, communications and billings for services that continue to be respected and coveted within our industry. The following would be expected to be completed by a new leader taking on this role: Within 30 days - Develop a plan and presentation to the COO which must consist of initiatives, goals, objectives , timelines, and corresponding measurable milestones for achieving increased productivity and overall customer experience. Within 60 days , team member roles will have been fully reviewed & solidified , processes understood and being followed by team members, and areas of growth identified . Benchmarks will be defined and accepted by Sr. Management in ways that they can be evaluated and reported on with defined metrics. Within 90 days , agreed upon set benchmarks must be attained for specific periods , with an expanded set of Goals and Objectives that will be driven towards over the following 6-12 months Position Summary & Responsibilities Th is role is accountable and responsible for providing both IT and Service Delivery Management to all clients around the world. Primary elements of this role: Leadership – Lead the Client Support team in all locations through the development of department goals & objectives that align to the business objectives of Triton Technical. These goals will need to be measurable, reported on and prove to enhance service levels to all clients over time, as well as reinforce a culture of service that focuses on consistency, reliability, and a commitment to resolving issues in a manner that put the client first. Supervision - Manager of staff which includes annual reviews, timesheet review, scheduling, discipline, work priorities and effectiveness both during the day and through the development of defined objectives for the year. Process & Procedure – Developing, evaluating, and managing processes that will drive both the staff and services to meet defined objectives . Project Management Support – Coordinate with he Project Management team to provided needed resources, fulfill defined system validation and the support of project close-outs including client handover, documentation validation and management. Client Satisfaction – Develop and report on key success criteria using standard metric reporting, summary reporting to Sr. Management while aligning client feedback with needed changes to processes. Service delivery and managing pre-defined objectives will be a primary focus as new projects are developed and services are enhanced within the client organization. This position is mostly managerial & leadership focused ( 6 0%) , project management (20%) , and will require a technical background ( 2 0%) to ensure not only effective management of staff, but also technical support direction for those defined services supported by Triton. The technical support team provides remote and on-site troubleshooting, ticket/client issue management, onboarding of new clients, commissioning of new services, maintaining systems , testing, building and documenting IT & AV systems for various mega yachts and organizations around the world. The support provided is expected to be available to our clients 24 x 7 x365 and requires attention to processes, sensitivity to unique client needs, and a passion for resolving issues in an effective manner. Essential Duties and Responsibilities Manage technical staff within the department assigned Develop and manage to goals and objective using the SMART G oals model ( Specific , Measurable, Attainable, Re levant , Time-Bound) Work with other directors and leadership members to ensure organization objectives are being met Reporting on team progress utilizing metrics and summary reporting as needed. Write and maintain documentation to include monthly reports, metrics, meeting agendas, site information documents ( database, spreadsheets) , project status, etc. Client support management: preventing client escalations Helpdesk billing Timesheets, expenses Staff Reviews Process Improvement Other duties as assigned Additional Duties Coach and breed customer service excellence Technical Training Identification and Curriculum Development Implement training programs and curricula to enhance team skills and performance and log training progression Closely monitor and evaluate communication from the customer perspective Advocate on behalf of the customer to ensure consistent and valuable experience Prioritizing customer service requirements based on business objectives Link business decision to results, understand ROI and net impact of decisions/actions Ability to utilize exceptional problem-solving skills to work through technical and non-technical challenges Define our standard for language and tone of messaging that enables consistently superior customer service experience Communicate and follow-up with our worldwide customer base via phone and email Enable open, constant, and constructive dialogue - both intradepartmental and interdepartmental Lead meetings for stakeholders and provide updates on progress and departmental status Lead team meetings to inspire, coach and lead Support logistics and Coordination Ensure the management and tracking of support inquiries Oversee and drive quality support correspondences Plan resource availability across multiple time zones for true 24/7/365 presence Manage interdepartmental customer service-related handover procedures Oversee, develop, and enhance customer service/helpdesk processes and procedures Establish and maintain technical support escalation protocol Establish and maintain customer service escalation protocol and resolve complaints Consult with sales and engineering to obtain information on products or services and discuss technical aspects of projects Consult with sales, engineering, accounting, and logistics teams to keep a pulse on all aspects of customer service-related client affairs Review monthly support summaries, assess customer service level, and resolution/ final outcome of support incidents Ascertain need/justification for billing adjustments based on warranty, customer service level, and resolution/outcome Analytics Create and analyze support data and statistics Routinely gather customer feedback on support technician performance and overall customer service experience Compile and routinely deliver reports on overall customer satisfaction and support technician performance Measure customer satisfaction and forecast future satisfaction based on strategy Isolate and identify areas for improvement Preferred Experience and Skills Project Management Managing IT Systems Ticketing/Client Issue Management – Software, procedures, documentation, escalation. Excellent verbal and written communication skills. Personality Traits & Skills Ability to work with and support multicultural clients and staff Ability to see beyond the current issues of the day, big picture thinker Strategic in planning and management of time and resources Explain technical issues and resolutions in an empathetic, patient, non-technical manner Effectively prioritize tasks and client issues in accordance to defined standards Have a detail-oriented working style Share knowledge with team members, superiors, and users Apply knowledge to new situations A tenacity for solving problems both for the short and long-term solutions Independence with a d esire to learn Requirements International travel 8 + Years working with and leading/managing a team 8 + Years managing technical projects 10 + Years of IT support experience Valid Driving License Benefits 20 Days PTO plus 8 Paid Holiday. Enjoy ample time off for relaxation and rejuvenation. 100% Company Covered Medical Insurance for Employee: Comprehensive healthcare for yourself at no cost. 100% Company Covered Dental Insurance: Comprehensive dental coverage at no extra cost. 401(k) Plan: Secure your future with our retirement savings option. Cell Phone & Internet Reimbursement: Stay connected without the added expense. Flexible Schedule

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