Position Summary: The Director, IT Operations brings experience, knowledge, and leadership to deliver world-class Service Desk and Desk Side service delivery by managing and advancing the response and support of end-user requests and computing issues to enable the company to achieve its strategic objectives.
Key Responsibilities
- Set the strategy, objectives, and KPIs for global Service Desk and Desk Side service delivery operations.
- Strong experience coordinating Incident Management and other key ITIL processes.
- Identifies, coaches, and develops talent within the Infrastructure & Operations (I&O) workforce.
- Foster a culture of commitment, continuous improvement, and learning.
- Overall responsibility for service desk and end user computing services.
- Partner with I&O leads to realize business objectives/outcomes.
- Effective budget management, including Operating and Capital expenses.
Qualifications
- Bachelor’s degree in Information Systems or related field.
- 8+ years of experience in service desk management.
- Demonstrated progressive experience in the management of a technical support team.
- Strong technical knowledge of enterprise applications, tools and operating systems, including: Windows, Mac OS, MS Office, MDM tools, ServiceNow, AD and GPOs, conferencing systems, file sync and share tools, etc.
- Experience with security incident management/resolution.
- Exceptional verbal, written, and presentation skills.
- Excellent organizational, time management, prioritization, and delivery
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