Job Description

Our client is looking to fill the role of  IT Support Director Job. As a Director in the Office of the CIO, you are primarily responsible for Support Services Delivery, Client Relationship Management, IT Projects and Communications.

Responsibilities:

• Monitoring and managing the desktop support team, IT services desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding and a road map of projects to gain insights into the scope of service delivery, ensuring the project timeline meets necessary deadlines while maintaining a positive user experience
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Maintaining a close working partnership with the Helpdesk Leadership team to ensure all services being provided by the Helpdesk are in line with the agreed upon SLA's. Reviewing trending issues, outages and escalations on a daily basis and reviewing Helpdesk performance statistics through ongoing monthly and quarterly business reviews
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reporting metrics to management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable and drive effective dialogue exchange between departments in order to maintain transparency and resolve issues which require various IT teams to be involved 
• Oversee laptop management and deployment strategies to facilitate continual improvements in the laptop environment
• Collaborating with technical design teams to set standards for process, software, hardware, and security
• Overseeing, creating and updating IT Support owned processes and knowledge-base documentation used by the IT Support teams and the Helpdesk to ensure proper workflow and protocols are followed consistently
• Enabling high-level performance benchmarks for access to company systems on laptops and mobile devices
• Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems (Zoom Rooms)
• Proactively and rapidly respond to IT related outages as they occur, informing IT Leadership
• Manage, review and approve all IT Support related invoices for expenses
• Develop and oversee the IT Business Partner Role
• Develop and oversee the IT Communication Specialist Role
• Develop and oversee the IT Operations Manager Role
• Collaborate and partner with Director of Procurement on technology contracts, new and renewal
• Collaborate and partner with the Operations Committee to stay connected to operational needs
• Collaborate and partner with the Director of M&A for all IT Support related requirements for new integrations and divestments
• Other responsibilities assigned by the CIO
• Collaborate and partner with  Director of Procurement on technology contracts, new and renewal
• Collaborate and partner with the Operations Committee to stay connected to operational needs.
• Perform any other responsibilities assigned by the CIO

Required Qualifications:

• Typically requires a bachelor's degree and at least 10 years of experience
• An advanced degree may be preferred
• ITIL Certification

If you meet the required qualifications and are interested in this role, please apply today. 

The Solomon Page Distinction

Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.

About Solomon Page

Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.

Opportunity Awaits.

#DICE#LI-KF1

Job Tags

Hourly pay, Permanent employment, Temporary work, Freelance,

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