Director, Support Services and Managed IT

2 months ago

Redmond, United States 3MD Inc. Full time
Job DescriptionJob Description

Summary of Position:

The Director of Support Services and Managed IT is responsible for leading and managing the support services team within the service delivery organization. This role involves overseeing the delivery of high-quality IT support and managed services to external customers, ensuring exceptional customer satisfaction, and operational efficiency. Key teams reporting into this position include the service desk and desktop support teams including the Senior Manager, Onsite Support Services.

Essential Functions:

  • Manage, mentor, and develop a high-performing team of IT support professionals, including service desk and onsite desktop support teams
  • Responsible for overseeing all facets of performance management, including hiring and firing, corrective action, performance evaluations, etc.
  • Conduct regular performance reviews and provide constructive feedback to team members
  • Foster a collaborative and positive team culture that promotes excellence in service delivery
  • Develop and implement a growth path for desktop support technicians
  • Scale and further develop the service desk increasing efficiency and overall profitability
  • Develop and implement additional post product support offerings through the Service Desk
  • Ensure ITIL methodologies and practices are adhered to within the Service Desk
  • Evaluate current platform utilization and focus on areas of improvement and automation
  • Develop and implement strategic plans for IT support services and managed IT operations within the service delivery organization
  • Align support services objectives with the overall business goals and IT strategy
  • Identify opportunities for service improvement and innovation
  • Oversee the delivery of IT support services to external customers, ensuring timely and effective resolution of client issues
  • Manage the deployment and maintenance of managed IT services, including network and system monitoring, security, and data backup
  • Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
  • Build and maintain strong relationships with external customers, understanding their needs and ensuring high levels of customer satisfaction
  • Act as a point of escalation for client concerns and work to resolve issues promptly and effectively
  • Conduct regular client meetings to review service performance and discuss improvement opportunities
  • Allocate resources effectively to meet service delivery requirements and project deadlines
  • Manage the budget for the support services department, ensuring cost-effective operations
  • Oversee the procurement and maintenance of IT support tools and technologies
  • Implement best practices and industry standards for IT support and managed services
  • Conduct regular reviews of service delivery processes and identify areas for improvement
  • Stay updated with the latest trends and developments in IT support and managed services
  • Ensure compliance with relevant regulations and standards, including data protection and cybersecurity
  • Develop and implement policies and procedures to maintain the security and integrity of client data

Competencies:

  1. Ensures Accountability
  2. Tech Savvy
  3. Communicates Effectively
  4. Values Differences
  5. Customer Focus
  6. Resourcefulness
  7. Drives Results
  8. Plans and Prioritizes
  9. Decision Quality
  10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field
  • Minimum of 8-10 years of experience in IT support services and managed IT, with at least 5 years in a leadership role

Qualifications:

  • Master’s degree recommended/preferred
  • Proven track record of managing and delivering high-quality IT support and managed services to external customers
  • Strong understanding of IT infrastructure, including networks, servers, and security
  • Excellent leadership, communication, and interpersonal skills
  • Ability to think strategically and execute operational plans effectively
  • Strong problem-solving and decision-making abilities
  • Experience with ITIL or other IT service management frameworks is a plus
  • Relevant certifications (e.g., PMP, ITIL, CISSP) are highly desirable

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


  • Director - IT Portfolio Manager

    2 weeks ago

    Redmond, Washington, United States iMatch Technical Services Full time

    About the RoleWe are seeking a highly experienced and skilled Director to lead our IT Portfolio Management team at iMatch Technical Services. As a key member of our organization, you will be responsible for overseeing the project management process, including governance, team leadership, tracking and monitoring, prioritization, communication, and quality...

  • Director of Supportability, Data

    3 weeks ago

    Redmond, United States Microsoft Full time

    Director of Supportability, Data & AnalyticsOverview: With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide...

  • Director of Home Care Services

    2 days ago

    Redmond, Washington, United States Happy Quest Home Care Full time

    Director of Home Care ServicesHappy Quest Home Care is a reputable and expanding home care agency committed to providing high-quality in-home care services to the residents of Tacoma and Pierce County. We are seeking a dedicated and experienced Director of Home Care Services to lead and manage our operations in Pierce County.Key Responsibilities:Oversee all...

  • Director of Home Care Services

    2 weeks ago

    Redmond, Washington, United States Happy Quest Home Care Full time

    ### Job Overview Happy Quest Home Care is a reputable home care agency committed to providing high-quality in-home care services. We are seeking a dedicated Director of Home Care Services to lead and manage our operations in Pierce County. ### Key Responsibilities * Oversee all aspects of the agency's operations in Pierce County * Manage client intake,...

  • Route Optimization Manager

    2 weeks ago

    Redmond, Washington, United States Republic Services Full time

    About the RoleThe Area Route Manager is a key position within Republic Services, responsible for driving operational excellence and efficiency in our route management processes. This role requires a strong leader who can collaborate with cross-functional teams to identify opportunities for improvement and implement effective solutions.Key...

  • Director - IT PMO

    2 weeks ago

    Redmond, United States iMatch Technical Services Full time

    Job Title: Director, IT PMOLocation: Redmond, WA OR Plano, TXJob Type: Full-timeSummary of Position:The Sr. Director of PMO oversees the project management process including governance, team leadership, tracking and monitoring, prioritization, communication and quality controls. The PMO role will serve as part of a Center of Excellence (COE) in alignment...

  • Director - IT PMO

    2 weeks ago

    Redmond, United States iMatch Technical Services Full time

    Job Title: Director, IT PMOLocation: Redmond, WA OR Plano, TXJob Type: Full-timeSummary of Position:The Sr. Director of PMO oversees the project management process including governance, team leadership, tracking and monitoring, prioritization, communication and quality controls. The PMO role will serve as part of a Center of Excellence (COE) in alignment...

  • Director of Credit Risk Management

    1 week ago

    Redmond, Washington, United States Microsoft Full time

    Job Title: Director of Credit Risk ManagementMicrosoft is seeking a highly skilled Director of Credit Risk Management to lead our Global Treasury & Financial Services (GTFS) team. As a key member of our organization, you will be responsible for managing credit risk and supporting revenue growth while protecting the company from financial and business...

  • Director of Credit Risk Management

    1 week ago

    Redmond, Washington, United States Microsoft Full time

    Job Title: Director of Credit Risk ManagementMicrosoft is seeking a highly skilled Director of Credit Risk Management to lead our Global Treasury & Financial Services (GTFS) team. As a key member of our organization, you will be responsible for managing credit risk and supporting revenue growth while protecting the company from financial and business...

  • Route Strategy Manager

    2 weeks ago

    Redmond, Washington, United States Republic Services Full time

    Job SummaryThe Area Route Manager plays a critical role in driving business growth and customer satisfaction by developing and implementing effective route strategies and optimizations. This position requires a strong leader who can collaborate with cross-functional teams to identify opportunities for improvement and implement changes that drive results.Key...

  • Director of Home Care Services

    6 days ago

    Redmond, Washington, United States Happy Quest Home Care Full time

    ### Job Overview Happy Quest Home Care is a reputable home care agency committed to providing high-quality in-home care services. We are seeking a dedicated Director of Home Care Services to lead and manage our operations in Pierce County. ### Key Responsibilities * Oversee all aspects of the agency's operations in Pierce County, including client intake,...

  • Clinical Director

    7 days ago

    Redmond, Washington, United States LHC Group, Inc. Full time

    Clinical Director Job Description Job Summary The Clinical Director is a key leadership position responsible for overseeing and directing the patient care operations of the home care facility. This includes coordinating and completing assigned projects to effectively support the immediate and long-range objectives of the company. The Clinical Director will...

  • Director of Credit Risk Management

    3 days ago

    Redmond, Washington, United States Microsoft Full time

    Job DescriptionMicrosoft is seeking a highly skilled Director of Credit Risk to lead our Global Treasury & Financial Services (GTFS) team. As a key member of our organization, you will be responsible for managing credit risk and supporting revenue growth while protecting the company from financial and business risks.Key ResponsibilitiesLead a team of...

  • Director of Culinary and Hospitality Services

    3 weeks ago

    Redmond, Washington, United States Compass Group USA Full time

    Job SummaryCompass Group USA is seeking an experienced Executive Director of Food Service Operations to lead our culinary and hospitality teams in a corporate executive account. This is a key leadership role that requires a strong background in food service operations, team management, and customer satisfaction.Key ResponsibilitiesDirect responsibility for...

  • Director of Activities and Events

    1 week ago

    Redmond, Washington, United States Redmond Care and Rehabilitation Center Full time

    Join Our Team as an Activities DirectorRedmond Care and Rehabilitation Center is a 5-star skilled nursing facility located in a convenient location. We are seeking a highly motivated and experienced Activities Director to join our team. As an Activities Director, you will be responsible for creating a welcoming and inclusive environment for our residents and...

  • IT Director

    2 days ago

    Redmond, Washington, United States 3MD Inc. Full time

    Job Title: Director, Support Services and Managed ITJob Summary:The Director of Support Services and Managed IT is responsible for leading and managing the support services team within the service delivery organization. This role involves overseeing the delivery of high-quality IT support and managed services to external customers, ensuring exceptional...

  • Director of Credit Risk Management

    2 weeks ago

    Redmond, Washington, United States Microsoft Full time

    Job Description**Job Summary**We are seeking a highly experienced and skilled Director of Credit Risk Management to lead our Global Treasury & Financial Services (GTFS) team. As a key member of our organization, you will be responsible for managing credit risk and supporting revenue growth while protecting the company from financial and business risks.Key...

  • Maintenance Director

    2 weeks ago

    Redmond, Oregon, United States Regency Redmond Rehabilitation and Nursing Center Full time

    Job SummaryWe are seeking a highly skilled and experienced Maintenance Director to join our team at Regency Redmond Rehabilitation and Nursing Center. As a key member of our facilities team, you will be responsible for ensuring the maintenance and upkeep of our community, equipment, and safety systems.Key ResponsibilitiesMaintenance and Repair: Perform...

  • Home Care Services Manager

    3 weeks ago

    Redmond, Washington, United States Happy Quest Home Care Full time

    Company Overview:Happy Quest Home Care is a reputable and expanding home healthcare agency committed to providing high-quality in-home care services to residents in need. We are excited to announce the opening of our new branch and are currently seeking a dedicated and experienced professional to lead and manage our operations.Position Overview:As the...

  • Delivery Director

    4 months ago

    Redmond, United States HCLTech Full time

    HCL Tech is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL Tech Enterprise generates annual revenues of US $11.42 billion and has 176,000 employees operating out of 50 countries.As a leading global technology company, HCL Tech takes pride in its diversity,...