Director - Customer Support Center

About the role

The Director of Customer Support Center will lead the day‑to‑day operations of the Network Operations Centre (NOC), Service Desk and Customer Support functions. You will ensure reliable monitoring, timely incident handling, effective escalation, and continuous improvement of support services in line with Moro Hub’s service commitments.

Key responsibilities

• Define and drive the operational direction for NOC, Service Desk and Customer Support, aligning with service commitments and resilience goals.
• Own the operating model, governance and performance management for all support activities.
• Ensure consistent execution of incident management, service request fulfilment, alert handling and escalation using approved ITSM tools.
• Coordinate with Technology Operations, Cyber Security, Service Delivery, vendors and customer‑facing teams to resolve issues promptly.
• Monitor service performance, ticket aging, backlog, major incidents and SLA risks, and track corrective actions to closure.
• Maintain audit readiness, support internal/external audits and provide required evidence without exposing confidential information.
• Lead, mentor and develop NOC, Service Desk and Customer Support personnel, setting clear performance expectations and promoting a customer‑centric culture.
• Identify and implement service improvement opportunities based on incidents, customer feedback, SLA trends and audit findings.

Required profile

• Proven senior leadership experience managing NOC, Service Desk or large Customer Support operations.
• Strong analytical skills with the ability to produce operational reports, service trends and risk assessments.
• Excellent communication and stakeholder management skills across technology, security and vendor teams.
• Demonstrated ability to mentor and develop teams, fostering accountability and operational discipline.
• Experience ensuring audit readiness and managing compliance evidence.

Required skills

• ITSM tools (e.g., ServiceNow, Remedy)
• Monitoring tools (e.g., Nagios, Zabbix, Splunk)