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We are seeking a full time IT On site support Team leader for ISR and EMEA regions.
As an IT On site support Team leader, you will be responsible for the On site support technicians in Israel and EMEA, the team maintain and provide hardware support of computer systems and networks for the companys employees, solving technical IT and applications problems which required hands on field either over the phone or in person.
You and your team will be responsible for workstations equipment and conference rooms under your branches responsibility, storage, installations, shipping and maintenance.
The successful candidate will have to demonstrate on top of a high professional level; a strong communication and customer service skills, excellent organizational skills, ability to work on multiple tasks at the same time.
Manage the On site support team in ISR and EMEA and evaluate their performance including training and support the team
Manage the team support processes and tasks to meet the required SLA (Service Level Agreements) to improve service KPIs
Review and analyze daily, weekly, and monthly reports, insights and KPIs for the service continuous improvement and productivity
Manage the team members personal queues, case backlog and ensure customer service is timely and accurate daily
Establishing and maintaining strong relationships across the IT teams and with our employees Manage critical escalations and situations within the team**
Improvement and productivity and establish best practice through the entire technical support process
Supporting the roll-out of new hardware and applications
Hands on in handling the on going tickets if required
Maintain all VC rooms and make sure all the equipment is up to date.

Our company develops state-of-the-art artificial intelligence SaaS solutions for cancer diagnostics.
Our cutting-edge technology is transforming the diagnosis of cancer, leading to rapid and accurate decision making and providing new diagnostic insight to enable precision medicine.
Our company is a well-funded start-up with global presence and headquarters in the USA and Israel.
Our world class team of researchers, engineers and medical experts is growing, as is our customer base, and we continue to invest in the success of our customer to maximize the impact on patient care.
If you are an outstanding professional, passionate about your work, a team player and want to make a difference in the lives of millions of people Come join us!
Responsibilities:
We're looking for a motivated and experienced Senior Director of Services and Support to lead the implementation, services and technical support for our customers throughout their journey with us.
The role will require the successful individual to work closely with the Customer Success team to establish positive relationships with customers, optimize customer deployments and lead customer support, accelerate projects and provide customer input to internal Product and R&D teams.
As Senior Director of Service and Support, you will be responsible for:
Driving quality and planning at the customer site to ensure all installations and upgrades are well managed and the customer enjoys a positive experience of working with our products and personnel.
Partner with Customer Success to assist in providing the best support to customers and partners.
Provide strong project management to plan, monitor and track customer projects and accounts.
Provide ongoing technical and product support (levels 1 to 3) to partners, customers and users .
Serve as primary contact of on-boarding of new customers and research partners.
Proactively identify opportunities for improvement and resolve issues.
Represent the voice of the customer/partner to provide input into the product
development and sales process.