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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