Director, IT Support & Operations

Position Summary: 

Oversees and leads multiple teams responsible for business support, data center/computer operations, technology services, end-user technology including cellular/mobility support, access control, and IT Help Desk services. This role plans, directs, and manages the required technical resources to ensure a high-level of technology availability, support, and security through the delivery of these services. It is responsible for ensuring these technology services are highly available, scalable, and participates in strategic planning, budgeting, business continuity, and the oversight of their continued improvement.   

Essential Duties and Responsibilities: 

• Lead IT Support Center, IT Operations Center, End-User Technology Services, IT Service Management Engineering, and Identity and Access Management.
• Plan, organize, and manage the department comprised of technical professionals.
• Mentor staff to effectively achieve job responsibilities and develop career.
• Create and manage budgets, track costs, and negotiate vendor renewals.
• Act as a point of escalation for business units on resolving IT-related issues and incidents.
• Maintain a proactive awareness of new technical developments within the industry.
• Establish departmental objectives, measure KPIs, and provide management reporting on performance against objectives.
• Work with internal clients to assess requirements to support major applications and business requirements.  
• Work closely with application and product development groups on tier one support for their applications and services within both the development and production environment.
• Manage the access control function and its processes to ensure the principle of least privilege.
• Oversee laptop/mobile device lifecycle and support. 
• Direct the engineering of the IT service management platform to drive customer experience and efficiencies.
• Provide efficient and effective computer operations of corporate data centers.
• Interface with the company's vendors to maintain the technology assets in a high-level state of availability and reliability.
• Direct the activities of teams to ensure quality customer service.
• Oversee incident management, change management, problem management, and knowledge management. 
• Develop, maintain, and test Disaster Recovery/Business Continuity plans.
• Ensure compliance with Information Security policies and best practices.
• Performs a variety of other duties as assigned.  

Qualifications: 

Education, License or Certification:  

• Bachelor’s degree or related experience in Information Technology discipline.

Experience:  

• 8+ years of experience in Information Technology functions, with at least four years in IT support.
• At least three years in a management role. 

Skills and Competencies:  

• Functional Expertise: Exercises independent judgment and applies in-depth knowledge and expertise to solve complex/technical problems across work groups; makes/influences decisions that enhance performance; accountable for issue resolution and meeting deadlines.
• Interpersonal: Fosters innovative ideas that positively impact performance; encourages measured risk taking; keeps stakeholders well informed of business direction/results.
• Leadership/Change: Provides leadership in implementation, communication, management, and monitors quality and continuous improvement initiatives; anticipates the need for change and adapts goals and behaviors; takes responsibility for influencing others to implement change.  
• Business: Partners with internal/external customers and coordinates teams to resolve complex problems that have broad and long-term implications; deliver timely and cost-effective quality solutions
• Communications: Demonstrates strong verbal and written communication and listening skills; possesses the ability to effectively communicate to all levels of the organization. 
• Language: Ability to read, write and speak English fluently.
• Technology: Proficient in using multiple software programs and web-based applications such as e-mail, Microsoft Office Suite products, internet browsers, etc.