Director-Support and Automation

BAL
Richardson, TX
Job Description
Director of Support and Automation at BAL is responsible for transforming how the firm delivers support and automation services to drive efficiency, scalability, and client satisfaction. The role oversees multiple critical functions, including Cobalt Support, Help Desk & Local Support, RPA (UiPath), and ServiceNow.

Requirements

  • Operational leadership of day-to-day operations of Cobalt Support, Help Desk, RPA, and ServiceNow teams
  • Establish and monitor key performance indicators (KPIs) to measure team efficiency and service quality
  • Implement metrics-driven management practices, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and capacity planning
  • Develop and implement strategies to reduce ticket volumes through automation, self-service, and process optimization
  • Create a framework for prioritizing automation initiatives based on business value, operational impact, and user satisfaction

Benefits

  • Medical
  • Dental
  • Vision
  • Disability
  • Life insurance
  • Sick time
  • Unlimited vacation
  • 401(k) with company match
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