This role is responsible for leading and directing Information Technology resources including 24x7 IT Service Desk and Support functions in our multi facility office and manufacturing environments. Collaborates with other IT leaders in discussions with customers to analyze their needs and ensure IT operations and services are optimally utilized to improve business or processes. Working cross-functionally to drive visibility and collaborative improvements. Monitor and provide guidance on and suggestions for continuous process improvements.
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Effectively manages and directs the IT Support teams (onshore and offshore) to support the vision, goals and service standards for the IT Support function providing uninterrupted service to the business
Provides direction for all activities including implementations, upgrades, and maintenance for the IT Support function
Collaborates with IT leaders and stakeholders in the business to develop strategies that provide best in class IT Support services aligning with business processes, tactical planning and strategic vision
Drive continuous improvement and ensures compliance with those processes in a highly scalable fast paced environment to drive continual customer experience enhancements. Identifies opportunities for automation, cost savings, and service quality improvement
Develops and authorizes communications regarding outages or emergency situations including scheduled or planned maintenance activities
Accountable for adherence to Service Desk SLA’s including escalating and steering resolution of SLA compliance issues
Work closely with multi-team technical resources and stakeholders to ensure systems function within SLA and that outages are dealt with rapidly and effectively
Develops and reviews survey feedback, evaluates SLA data, and drives deep ticket analysis to identify and implement improvement opportunities
Analyzes data and key performance indicators to develop and publish Service Desk performance metrics
Collaborates with other IT leaders to review communication methods periodically to identify and enhance communication effectiveness.
Manage expense budgets and capital expenditures in support of the acquisition of equipment, maintenance and services
Proactively establish and maintain positive working relationships with all stakeholders and customer communities, business partners, vendors and third party organizations
Oversees IT related training initiatives developed and managed by IT Technical Trainer
Oversees IT Quality Assurance initiatives developed and managed by QA Manager
Manage relationships with external business partners inclusive of contract, budget, and delivery oversight.
The requirements of this position include:
Bachelor's Degree in an IT related field
8-10 years of experience managing a Help Desk/IT Support function including strategic planning and development, project management, and policy development
Must have strong hands on data center and IT infrastructure architecture and design experience with active architecture, SAN, Wintel, and Firewalls in a Microsoft Windows/Linux environment
Must also have strong technical depth and knowledge in TCP/IP, DNS, DHCP, Active Directory, and VPN
10 years of experience with Microsoft products required
Experience managing capital and operational budgets, with proven cost management achievements
Experience managing key vendor relationships with demonstrated benefits to the business through strong relationship management.
Experience managing and overseeing enterprise level technical programs requiring extensive collaboration and group across the organization
Demonstrated people leadership with success in driving retention, succession and employee development
Demonstrated focus on continuous improvement and quality in IT delivery, support and compliance
Willingness to travel as needed
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