Sr Dir

About the Position

The Sr. Director IT Support Services will be responsible for IT Service Desk, Application Support, Change Management, IT Asset Management, Database Administration and the IT Project Management Office (PMO).The role will ensure the availability, performance, resiliency, scalability and security of complex, technical, customer facing data center environments, and prevents customer impacting events. Every interruption in service delivery impacts customer satisfaction and loyalty and may impede business growth. This individual is responsible for service management processes to ensure that quality, efficiency and agility goals are achieved. As a member of the IT senior leadership team, the role contributes to the development and execution of the enterprise-wide IT strategy. It also ensures its alignment with the enterprise's business strategy and the delivery of capabilities required to achieve business success. As a strategic leader, you will also be responsible for IT Asset Management as well as directing the IT project management staff to define, prioritize, develop, and implement projects and programs, ensuring that all IT projects are delivered with high quality, on time, on budget with agreed upon functionality.

Functions

· Provides strong leadership to the IT Project Management team and ensures a high level of customer service.

· Provides oversight to all IT projects and ensures proper application of project management methodologies.

· Monitors the progress of all IT projects and facilitates proper project reviews at established project toll gates.

· Establishes a robust set of key performance indicators and tracking reports that provide a clear view of the performance of the team and drive improvements in customer service and successful project delivery.

· P&L responsibility for the Support Services function, including budging, forecasting and financial reporting.

· Develops and controls the annual operating expenditure (OpEx) and capital expenditure (CapEx) budgets for

· Creates and maintains proper standards and documentation for all projects and establishes processes, procedures and standards as necessary.

· Oversees the management of the service desk, application support and related infrastructure to ensure timely remediation of end-user problems; dispatches IT staff and/or vendor maintenance personnel to resolve user issues.

· Provide Help Desk front line, hands on, technical support to staff both in house and remote to include: personal computers, data backups, data recovery, trouble shoot mobile and in-house phone systems, voicemail, call distribution, hardware, software, and peripherals such as copiers, printers and scanners.

· Track Network, software and hardware outages, impact to accounts and communicate proactively. Communicate outages to customer and IT providers, including filling the role of incident commander during outage bridge calls.

· Develop, manage, measure and report on key service-level metrics, including average response time, first-contact-resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity.

· Leverage service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) to drive continual process improvement.

· Perform trend analyses and develop action plans for improving service timeliness and reducing costs.

· Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.

· Patch compliance of all personal and enterprise hardware.

· Manage the Change Management Process and Root Cause Analysis (RCA) Process.

· Identify and manage all IT assets that exists within the organization including software licenses, SaaS apps, devices (computer, laptop), servers, and other resources.

· Manage the IT asset lifecycle from implementation and refresh to disposal

· Tracks the cost and usage for cloud resources including software as a service (SaaS), infrastructure as a service (IaaS) and platform as a service (PaaS). Each of these are considered assets to be managed for cost and compliance within ITAM.

· Support Services to ensure that it's consistent with the overall strategic objectives of IT and the enterprise, and is within plan.

· Defines, develops and manages a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines and related toolsets.

· Works with HR and the IT leadership team to develop a Support Services "talent strategy" that aligns with the current and future business and IT strategy. Continually looks for leading-edge and innovative solutions to the recruitment, development and retention of the Support Services workforce.

· Forecasts future skill and competency needs to acquire and develop an IT workforce. Requires an appropriate mix of business knowledge, technical skills and competencies that balance between growing the agility required to achieve digital business objectives and ensuring that the core IT functions are reliable, stable and efficient.

· Works closely with the IT Security Team to ensure security standards are met and upheld to secure Kenco’s and our customer’s data assets.

· Serves on IT planning and policymaking committees; drives the development of enterprise technology standards, governance processes and performance metrics to ensure that Support Services delivers value to the enterprise.

Qualifications

· Bachelor’s degree in Computer Science, Information Systems, Business Administration or related field required; Master’s degree preferred.

· Minimum of 10 years of experience in Information Technology.

· Minimum of 4 years in a senior IT management role.

· Preferred certifications: ITAM,PMI/PMP, and/or ITSM

· Strong IT domain expertise, a very collaborative working style, and the ability to get things done in a matrixed organization required.

· Proven track record of successful team leadership and development.

· Ability to build strong relationships at all levels and across all business units, and understand business imperatives.

· Strong management skills and experience in creating and managing project plans, including budgeting and resource allocation.

· Strong service-oriented approach to infrastructure operations and vendor management

· Strong Microsoft Project skills.

· Ability to understand complex challenges and lead teams of technologists to deploy appropriate technological solutions that meet these challenges.

· Broad base of technical knowledge in IT systems and emerging technology trends and issues.

· Knowledge of computing networks, server operations, database systems and systems design and implementation.

· Deep technical knowledge of network operations, telecommunications operations, and support center functions.

· Experience with Jira or other similar IT Service Management tools

Competencies

· Collaborative Leadership - Knows how to get things done through formal channels and the informal network while instilling a sense of purpose in others; sees connection to larger purposes

· Communicate for Impact - Devoting the time and resources necessary to communicate the strategic vision, direction, priorities, and progress of the team for which you are responsible

· Customer Relationship Building Having an intimate knowledge of the customer's changing needs and the ability to produce rapid results in all areas

· Financial Acumen - Maintains and applies a broad understanding of financial management principles to ensure decisions are fiscally sound, responsible, and are strategically aligned

· Leading Change - Ability to develop and implement an organizational strategy and to incorporate it into the organization’s long-term goals. Foster a work environment that encourages creative thinking and the ability to maintain focus, intensity and persistence, even under adversity.

· Leading People - Ability to develop and implement strategies to maximize employee performance and foster employee engagement in meeting the organization's strategy

· Strategic Agility - Gains perspective and balances the pressure between daily tasks and strategic actions that impact the long-term viability of the organization

Travel Requirements

• This position is expected to travel approximately 25% or less.

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