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Director, Support Services

  • Detroit, Michigan, United States of America
  • FullTime
Rocketbranding 20221220 033

Description

RKT Holdings is a centralized hub that delivers thoughtful and innovative solutions for Rocket Companies®. We are the center of operations, technology, marketing, HR, legal, strategy and more that propels our companies forward. Here, we’ll give you the opportunity to launch your career and work with various companies, spanning multiple industries from fintech, to auto and real estate. We offer you the tools you’ll need to succeed, no matter what stage you’re at in your career. You’ll be able to master your craft here by working on complex problems in a collaborative culture and challenging yourself to make a real impact.

Apply today to see all that Rocket Companies has to offer!

Minimum Qualifications

  • 5 years of experience providing desktop support service to senior executives
  • 5 years of direct customer service experience
  • 5 years of support experience, trouble-shooting hardware and software problems
  • 5 years of experience in management, leadership and administration
  • 5 years of professional experience with current Windows OS, Apple OS and hardware, Microsoft Office suite as well as Enterprise email and communication tools
  • Bachelor’s degree in a related technical area or equivalent technical training/experience
  • Proven ability with leading and mentoring leaders in various technical support scenarios
  • Proven track record of connecting team prioritization to business needs

Preferred Qualifications

  • 7 years of experience providing desktop support service to senior executives
  • 7 years of direct customer service experience
  • 7 years of support experience, trouble-shooting hardware and software problems
  • 7 years of experience in management, leadership and administration
  • 7 years of professional experience with current Windows OS, Apple OS and hardware, Microsoft Office suite as well as Enterprise email and communication tools
  • Master’s degree in a related technical area or equivalent technical training/experience

Job Summary

As the Director of Support Services, you'll lead team leaders whose team members support the technology that team members use. You'll work with senior leadership to determine the budget and business needs of the enterprise. You'll also oversee the development of technology support practices.

Responsibilities

  • Communicate and embody the culture, vision and overall direction of their sub-team
  • Lead/mentor their sub-team on performance, production and day-to-day tasks
  • Coordinate internal support of technology as needed to ensure the effective delivery of services in accordance with established policies and procedures
  • Ensure team of support technicians are maintaining competence in areas related to support by planning and overseeing training as needed along with follow up and coaching
  • Develop contracts with external vendors for various procurement needs
  • Lead, guide and evaluate the work of direct report leaders
  • Develop and collaborate with their direct report leaders on best practices for team organization and effectiveness
  • Actively participate in OKR delegation for their sub-team
  • Work with higher level leader(s) to implement the strategic plan for their sub-team

Benefits and Perks

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

Who We Are

Rocket Companies® is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. We’re passionate about the work we do, and it shows. We’ve been ranked #1 for Fortune’s Best Large Workplaces in Financial Services and Insurance List in 2022, named #5 on People Magazine’s Companies That Care List in 2022 and recognized as #7 on Fortune’s list of the 100 Best Companies to Work For in 2022.

Disclaimer

This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.

We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We also provide reasonable accommodation to qualified individuals with disabilities in accordance with state and federal law.

Rocket Mortgage, backed by Rocket Companies®, means more opportunities for you to carve your own career path forward. From our desire to revolutionize the way people get mortgages to addressing challenges big or small with outside-the-box solutions, we’re not your typical employer. We’ll provide you with everything you need to make sure you’re successful here. 

Apply Now