The job requires the ability to create strategy and vision as well as convert the strategy into delivery and execution as measured by key performance indicators. Partnership and collaboration across all the vertical and horizontal services and key stakeholder lines of business at LinkedIn.
The Director of IT Support at LinkedIn will be responsible for
Tier 0 support includes all end user experience and self-help support, making our IT services easy to consume.
Tier 1 support includes our worldwide 24x7 Service Desk team and working to ensure that the majority of our support tickets are consumed by this team.
Tier 2 support provide onsite support to our internal employees through walk ups at our Tech Lounges, support escalations, hardware break/fix logistics, video conference and event support in multiple offices in multiple locations. They also act as an extension to the business in each location.
Structuring and leading all internal IT tiered support
Lead Global IT End User Support. A successful background of leading global IT support functions within a multinational organization; large enterprise/customer setting is an essential prerequisite for consideration
Participate in overall IT planning, strategy development, and execution of operational objectives. Build consensus around the company's IT support vision via regular written and in-person communications
Identify and implement continuous improvement policies, standards and processes
Represent IT and Support best practices with Business Leadership and lines of business across regions.
Build a highly skilled and engaged workforce by aligning resource plans with business objectives; recruit, select, and develop top talent
Drive employee engagement through training and development programs including plans for career development as well as coaching and development programs
Manage strategic partnerships with several of the IT technology leaders and related organizations to optimize service costs and share best practices
Ensure the consistency and maintainability of existing solutions by creating, maintaining, and enforcing standards and process for implementing technical solutions
Foster a culture of customer service, quality and continuous improvement for the Regional IT Support teams.
Provide oversight and leadership in support of the Major Incident and Change Management processes to ensure that major service disruptions progress towards resolution efficiently
Researches, recommends and contribute to strategies and/or hardware/software enhancements to increase employee productivity
Plan, organize, direct and monitor operational performance. Ensure results meet or exceed quality standards
Develop, manage, measure and report on key service-level metrics and SLAs for IT End User Support.
Demonstrated aptitude for learning new technologies and infrastructure developments
Basic Qualifications:
B.S. or B.A. in Engineering or related technical discipline, or 10+ years of related practical experience.
5+ years of experience managing teams in geographically dispersed regions.
Experience demonstrating customer-centric approach to leading/building global IT support functions.
Preferred Qualifications:
Experience in traditional infrastructure areas, including: data centers, network, planning and engineering, support, deployment, help desk, and disaster recovery planning
Capable of assessing talent, managing performance and making tough decisions
Excellent program management, organizational design, execution planning and control competencies
Embrace and demonstrate leadership beyond ownership
Influential leader able to partner, energize, and inspire
Proven communication, coaching, and interpersonal skills at all levels of an organization
Self-motivated professional able to work in a fast-paced and constantly changing environment
Skilled at working in a pressured environment while not compromising on the quality of the service provided
Superior written and verbal communication skills. Represent the organization across all levels and all communication medium
Seasoned and highly experienced at leading within a large, global organization
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