OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Essential Functions/Duties/Responsibilities

• Execute comprehensive communication plans for support operations, coordinating with development, compliance, customer success, and executive teams to ensure aligned service delivery.
• Demonstrate ability to recognize and hire talent that strengthens the support organization, identifying candidates with strong technical troubleshooting skills and customer service orientation.
• Use both objective and subjective measurements to guide staff ratings and development plans, ensuring team members receive appropriate feedback and career growth opportunities.
• Create appropriate staff level development goals that align with individual capabilities and support team objectives while fostering technical skill advancement.
• Handle critical conversations with staff regarding performance, escalations, customer feedback, and professional development in a constructive and supportive manner.
• Effectively mentor and improve technical and customer service skills appropriate to each team member's level, ensuring continuous development in troubleshooting and platform expertise.
• Set accurate time estimates for support activities assigned to the team, ensuring realistic planning for incident resolution and project support commitments.
• Maintain accountability for work product of the team, ensuring all support deliverables meet quality standards and customer satisfaction requirements.
• Delegate effectively, distributing support cases and projects based on individual strengths and development needs while maintaining oversight and guidance.
• Maintain team's effectiveness, quality, and morale during high-pressure periods, platform outages, and organizational changes affecting support operations.
• Oversee comprehensive job monitoring and system health surveillance for payroll tax platforms, ensuring proactive identification of performance issues and potential service disruptions.
• Manage incident triage processes to ensure proper prioritization, escalation, and resolution of platform issues while maintaining customer communication and expectation management.
• Coordinate ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.
• Lead customer ticket support operations including assignment, tracking, resolution, and customer communication to ensure timely and satisfactory problem resolution.
• Implement AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.
• Ensure established standards and best practices are consistently used across all support activities, incident management, and customer interactions.
• Communicate successes of individuals and the team effectively to senior leadership, highlighting support achievements and customer satisfaction improvements.
• Provide innovation and process improvement guidance to enhance support methodologies, reduce resolution times, and improve overall platform reliability.

Competencies

• Strong technical understanding of payroll tax platforms including system architecture, database operations, integration points, and common failure modes.
• Proven leadership and people management capabilities with experience building and developing high-performing technical support teams.
• Excellent troubleshooting and analytical skills with ability to guide team through complex technical investigations and root cause analysis.
• Strong customer service orientation with understanding of how support operations impact customer satisfaction and business relationships.
• Incident management and ITIL methodology expertise with experience implementing structured support processes and service level agreements.
• Proficiency with monitoring and alerting tools including application performance