Director of IT Support and Delivery

RESPONSIBILITIES:

1. Coordinate and lead cross-team efforts to drive innovation for new and emerging technology. 
2. Design and implement best in class Service Desk operations
3. Develop and implement multiyear strategies aligning to company goals and industry trends
4. Build a cohesive and strong leadership team to achieve desired operational and quality goals
5. Maintain a general understanding of ServiceNow, ITIL Processes, and workflows
6. Vendor management by establishing necessary governance processes
7. Operationalize delivery and support of IT End User services
8. Own and manage Mobility services.
9. Own and manage Collaboration technology (End User facing) and meeting experiences (Teams, Zoom, Polycom, etc.)
10. Establish and manage device standards and user profiles for device deployment.
11. Introduce and leverage industry standard reporting metrics through the usage of KPI's, SLA's and OLA's
12. Standardize and implement work-level instructions/knowledge management repositories using Knowledge Centered Support (KCS) methodologies
13. Invoke continuous service improvement methodologies (LEAN, Six Sigma) to drive constant improvement within End User Services
14. Leverage service management, metrics, self-service, knowledge repositories, and other ticket reduction approaches
15. Develop relationships with business stakeholders soliciting feedback on ways to improve services and better align with business priorities
16. Partner with IT and Enterprise Information Security leaders in prioritizing initiatives and strategic projects and working through major incident and remediation efforts.
17. Develop staffing plans leveraging quantitative information
18. Support internal initiatives to improve SLAs (Service Level Agreements) and IT Service Desk ticket resolutions, including statistics, Key Performance Indicators, etc.
19. Gather and analyze metrics to benchmark the end user support team workload/performance and identify trends and issues
20. Plan and conduct performance appraisals of staff, administer disciplinary action, offer recommendations for raises and promotions when necessary.
21. Collaborate with other groups in handling and responding to client issues, problem analysis and making requested service improvements
22. Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
23. Accountable for managing the resource needs of the Service Desk to ensure the team can meet the needs of the business.
24. Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions that enhance the quality of service and prevent future problems.
25. Manage and oversee the training, development, implementation and administration of service desk staff training procedures and policies.
26. Other duties as required or assigned.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• College diploma or University Degree in Information Technology, Computer Engineering, or related field
• In-depth understanding of Information Technology operations, maintenance and technology support, best practices, and industry trends 
• 7-10 years total experience with increasing responsibility in incident management, system support, policy and
• procedure development and problem management processes.
• 7-10 years total experience with increasing responsibility leading a frontline team
• 7-10 years experience in leading IT End User Services
• Experience leveraging best-of-breed ITSM Support tools (i.e. ServiceNow)
• Experience with enterprise device management and application deployment tools such as Intune, Tanium, Ivanti, JAMF etc.
• Experience supporting multi-OS platforms (Windows, MAC, Mobile)
• Intimate knowledge of enterprise-class solutions (Windows 10/11 Pro/Enterprise, MAC OS)
• Effective communication skills that include writing, speaking and active listening 
• Decision-making abilities that align with the Organization's goals
• Proven analytical and problem-solving abilities.
• Ability to motivate and direct staff members and subordinates

Preferred:

• Certification in ITIL Foundation