Joe Lyons
Vice President of Global Technical Operations @Rackspace Technology
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WORK HISTORY
Vice President of Global Technical Operations @Rackspace Technology
Orlando, FL, US
The Technology Market is telling us that the valuable part of the Managed Service Provider supply chain is now found at the intersection between Multi-Cloud IaC Solutions, Application Security, Big Data, Dev Ops, Containers, Automation, and the IOT. I am privileged to have the opportunity to build and lead a global organization who are technically (and therefore culturally) equipped to lead on this narrative with customers. In doing so my organization and I look to drive unparalleled value for our customers not only across the existing install base, but more importantly, the install base of the future.* Successfully lead a diverse and high-performing global team of 1250+ technical support professionals. Spearhead strategic initiatives to optimize team performance, enhance customer satisfaction, and drive revenue growth, resulting in a notable increase in client retention and overall profitability.* Effectively manage a substantial budget for the Global Technical Support department. Demonstrate exceptional financial stewardship by implementing cost-effective measures across labor and supplier management initiatives while ensuring continuous improvement in service delivery, all of which contribute to cost savings and improved operational efficiency.* Lead the expansion of technical support services at a global scale, establishing a strong presence in key markets across multiple continents. Develop and execute comprehensive strategies to harmonize operations, enhance regional support capabilities, and ensure consistent service levels to clients worldwide.* Champion a \'customer-first\' culture within the Technical Support organization, fostering a deep understanding of client needs and pain points. Implement customer feedback mechanisms to gather valuable insights for service improvements, resulting in increased CSAT ratings and strengthened long-term partnerships.
EDUCATION
Dun Laoghaire Technical College
Computer Programming
SKILLS
ABOUT JOE LYONS
An accomplished individual whose career has been built upon the visionary application of new technology bound to an ethos of hard work and total commitment to client satisfaction. With many years’ experience within the Managed Services sector applying people, process, problem-solving and technical skills to improve both individual, team and organisational performance. A dedicated leader who mentors with purpose and clearly understands that creativity is contagious.
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