Job Information
Rock Family of Companies Director, Support Services in Detroit, Michigan
The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.
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 (https://www.myrocketcareer.com/working-here/benefits/) .
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.
The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.
We use world-class recruiting and talent management teams to help each member organization recruit the best and brightest. If you’re looking for the next step in your career, you’ve come to the right place.