Associate Director, Global Support Operations

3 weeks ago


Boston, United States Toast Full time

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Toast is dedicated to empowering the restaurant community to delight guests, do what they love, and thrive. We provide a comprehensive platform that addresses the unique challenges faced by the hospitality industry. As the Associate Director of Global IT Support, you will lead a crucial team that supports our mission by ensuring operational excellence in IT services across our global locations.

**About this **_roll_** (Responsibilities)**
- Lead and manage a team of about 20 IT professionals across North America, Europe, the UK, and Asia, working around the clock to support our operations.
- Oversee in-person and remote IT help desks, audiovisual support, hardware asset management, and the first and second ticket tiers.
- Spearhead the creation and execution of a multi-year IT support vision, aligning with organizational goals and business impact.
- Develop and maintain a robust IT knowledge management system, including creating and updating help articles, managing the intranet page, and ensuring the visibility of IT support within Toast.
- Drive the audiovisual strategy for the company, including the design and support for all in-office conference rooms and major company webinars.
- Regularly engage with stakeholders to gather feedback, share roadmaps, and iterate on service improvements.

**Do you have the right **_ingredients*_**? (Requirements)**
- 10+ years of experience in IT support management, with a preference for experience in support, asset management, and IT service delivery within similarly sized or larger organizations.
- Proven track record in leading defined projects to successful outcomes and consistently improving upon agreed-upon KPIs over time**:Response and Resolution Times, Customer Satisfaction (CSAT) Scores, Average Handle Time, Compliance with Device and Asset Management Policies, Average Tickets Closed Per Month Per Agent, Self-service Resolution Rates, Audit Success Rates for Hardware and Software Assets**:

- Strong project management skills and proficiency in managing complex IT projects and initiatives.
- Experienced in stakeholder management, capable of assertive communication and effective decision-making in support of both team and customer needs.
- Technical Proficiency in all or majority of**: Identity and Access Management**:OKTA, Microsoft Active Directory, Azure A,** Collaboration and Productivity Suites**:Google Workspace, Microsoft Office 365, Zoho Workplace, **IT Service Management (ITSM)**:ServiceNow, BMC Remedy, Zendesk**, Device Management**:Jamf for Apple devices, Microsoft Intune, Cisco Meraki,** Asset Management and Compliance**:SolarWinds, IBM Maximo, ManageEngine AssetExplorer, **Audiovisual (AV) Solutions**:Zoom, Neat Board, DTEN, Cisco Webex

**Our Spread* of Total Rewards**
- Bread puns encouraged but not required

LI-REMOTE

**We are Toasters**

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.



  • Boston, United States Berklee College of Music Full time

    About Berklee Global: Berklee Global leads Berklees global engagement strategy with the goal of bringing a global perspective to Berklees overall institutional direction and creating new models for artistic, educational, and cultural exchange. Its Director, Partnership, Program, Associate, Global, Operations


  • Boston, United States Vertex Full time

    Job DescriptionAssociate Director Marketing, Global Commercial Strategy – Heme Location: Boston, MA (3 days onsite, 2 days remote weekly)Vertex Pharmaceuticals is seeking to hire an Associate Director, Marketing - Heme to join our growing team in Boston, MA. This role will report to the Director, Global Commercial Strategy, Cell and Gene Therapy Operations...


  • Boston, United States Alexion Pharmaceuticals,Inc. Full time

    Location: Boston, United States Job reference: R-202564 Date posted: 06/17/2024 **Associate Director, Global Scientific Communications Neurology** **This is what you will do**: The Associate Director (AD) of Global Scientific Communications, Neurology is responsible for facilitating the successful development and implementation of global communication...


  • Boston, United States Vertex Pharmaceuticals Full time

    Partner with regional ATC teams and cross-functional representatives across all commercial markets for CASGEVY to understand and strategically address Global ATC priorities. Direct the development and implementation of Global ATC messaging and materi Director, Commercial, Strategy, Associate, Global, Operations, Business Services


  • Boston, United States DSJ Global Full time

    Company Overview: Join a pioneering biotechnology firm located in vibrant Boston, leading the charge in developing cutting-edge bio-pharmaceutical products traded globally. We are seeking a dedicated Associate Director of Trade Compliance to enhance our team and drive forward our international trade operations. Key Responsibilities: Strategic Oversight:...


  • Boston, United States AstraZeneca, plc Full time

    This is what you will do: The Associate Director (AD) of Global Scientific Communications, Neurology is responsible for facilitating the successful development and implementation of global communication strategies, publication plans and external medi Director, Communications, Neuro, Communication, Associate, Global, Management


  • Boston, United States Chiesi Farmaceutici Full time

    **Date**: Apr 29, 2024 **Department**: GRD Global Medical Affairs **Job Type**: Direct Employee **Team**: Mktg, Market Access, Bus. Excellence & Med. Affair **Contract Type**: Permanent **Location**: Boston, MA, US About us Based in Parma, Italy, Chiesi is an international research-focused pharmaceuticals and healthcare group with over 85 years’...


  • Boston, United States AbbVie Full time

    **Company Description** The Associate Director, RA Global Regulatory Strategy, US & Canada (Oncology) is responsible for the development and implementation of US and Canada regulatory strategic and tactical planning (RSTP) for assigned on market products or those products in development. This individual demonstrates the ability to combine knowledge of...


  • Boston, United States AVEO Oncology Full time

    Job DescriptionJob DescriptionJOB TITLE: Associate Director, Clinical OperationsDEPARTMENT: Clinical Operations DATE PREPARED: May 30, 2024 JOB SUMMARY: Looking for an experienced Clinical Operations professional. The Associate Director, Clinical Operations will report to the Vice President, Clinical Operations. The role is primarily responsible for close...


  • Boston, United States Page Mechanical Group Inc Full time

    JOB TITLE: Associate Director, Clinical Operations DEPARTMENT: Clinical Operations DATE PREPARED: May 30, 2024 JOB SUMMARY: Looking for an experienced Clinical Operations professional. The Associate Director, Clinical Operations will report to the Vice President, Clinical Operations. The role is primarily responsible for close interactive oversight to ensure...


  • Boston, United States Xenon Pharmaceuticals Inc. Full time

    Associate Director/Director, Trial Operations Boston, MA, USA Req #233 Friday, March 8, 2024 Who We Are: Who We Are: Xenon Pharmaceuticals (NASDAQ:XENE ) is a neuroscience-focused biopharmaceutical company committed to discovering, developing, and commercializing innovative therapeutics to improve the lives of people living with neurological and psychiatric...


  • Boston, United States AstraZeneca, plc Full time

    Our Global Portfolio and Project Management Organisation (GPPM) has a critical role to play inadvancing our pipeline and delivering Growth Through Innovation by closely partnering with Research & Development (R&D) and business leaders to support deci Project Management, Director, Management, Associate, Project Lead, Clinical Research, Business Services


  • Boston, United States Xenon Pharmaceuticals Inc. Full time

    Who We Are: Xenon Pharmaceuticals (NASDAQ:XENE) is a neuroscience-focused biopharmaceutical company committed to discovering, developing, and commercializing innovative therapeutics to improve the lives of people living with neurological and psychiatric disorders. We are looking for great people who thrive in a respectful, collaborative, inclusive, and...


  • Boston, United States National Black MBA Association Full time

    Associate Director, Global Scientific Communications Neurology This is what you will do: The Associate Director (AD) of Global Scientific Communications, Neurology is responsible for facilitating the successful development and implementation of global communication strategies, publication plans and external medical education initiatives across a designated...


  • Boston, United States ExecuSearch of Chicago Full time

    Overview: This is an exciting opportunity to join a growning organization! The Associate Director, SAM Operations will be responsible for overseeing and optimizing the operational aspects of the SAM Solutions program under the guidance and leadership of Senior Director, SAM Program Office. This role will be responsible for running efficient operations to...


  • Boston, United States Boston University Full time

    The Health, Safety and Security (HSS) Manager is an integral part of the Global Programs Health, Safety, and Security team, which supports international travel by the BU community through constant monitoring and analysis of international security and risk conditions, training development and delivery; incident response and crisis management. The HSS Manager...

  • Associate Director

    6 days ago


    Boston, United States Northeastern University Full time

    About the Opportunity **Responsibilities**: Reporting to the Operations Director - ISEC and EXP, the Associate Director - Lab Operations, responsible for daily management of ISEC and EXP shared labs and core facilities, and supports the Operations Director needs of ISEC and EXP. The Associate Director duties includes laboratory operations, student office...


  • Boston, United States Khoury College Full time

    About the OpportunityResponsibilities:Reporting to the Operations Director – ISEC and EXP, the Associate Director - Lab Operations, responsible for daily management of ISEC and EXP shared labs and core facilities, and supports the Operations Director needs of ISEC and EXP. The Associate Director duties includes laboratory operations, student office spaces,...


  • Boston, United States Ropes & Gray LLP Full time

    About Ropes & Gray: The firm has approximately 2,500 lawyers and professionals serving clients in major centers of business, finance, technology, and government in Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, New York, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo and Washington, D.C. The firm has consistently been recognized...


  • Boston, United States Execu Search of Chicago Full time

    Overview This is an exciting opportunity to join a growning organization! The Associate Director, SAM Operations will be responsible for overseeing and optimizing the operational aspects of the SAM Solutions program under the guidance and leadership of Senior Director, SAM Program Office. This role will be responsible for running efficient operations to...