Director, Technical Support
Functional leader
Career Explorer · Customer Success, Support & Services · Technical Support Management
Standard where organizational scale supports the level
What the role involves
- Autonomy
- Department / major product or regional function
- Scope
- Department / major product or regional function
- Time horizon
- 1-2 years
- Expertise and judgement
- Sets functional strategy, operating model and investment priorities
- Expected impact
- Department/business outcomes
Expected skills (22)
Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.
Human (11)
| Skill | Importance | Target | What that level looks like |
|---|---|---|---|
| Coaching Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Decision making Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Delegation Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Executive communication Communication & Influence | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Feedback delivery Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Risk judgment Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Stakeholder management Communication & Influence | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Strategic thinking Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Talent development Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Conflict resolution Communication & Influence | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Inclusive leadership Collaboration & Leadership | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
Professional (11)
| Skill | Importance | Target | What that level looks like |
|---|---|---|---|
| Business acumen Business & Strategy | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Financial acumen Business & Strategy | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Performance management Business & Strategy | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Adoption management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Consulting Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Customer health management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Customer success planning Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Escalation management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Executive business reviews Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Resource management Program, Risk & Sustainability | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Service delivery management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
Career ladder
Reached from
Next steps
- Senior Director, Technical SupportM4Management promotion
Move from department leadership to large multi-portfolio leadership; integrate functions, influence enterprise decisions and strengthen the leadership pipeline.
What changes to advance
Move from department leadership to large multi-portfolio leadership; integrate functions, influence enterprise decisions and strengthen the leadership pipeline.
Source: SFIA; PMI; Microsoft Careers · MF125-M3