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Head of IT End User Services

2 months ago

Fort Worth, Texas, United States FlightSafety International Full time

About FlightSafety International

FlightSafety International stands as the leading global provider of professional aviation training and a supplier of advanced flight simulators, visual systems, and displays for commercial, governmental, and military sectors. The organization delivers training to pilots, technicians, and aviation professionals across 167 countries and independent territories. FlightSafety operates the largest fleet of state-of-the-art full-flight simulators and offers award-winning maintenance training at various Learning Centers and training locations worldwide.

Position Overview

The Head of IT will oversee several teams within Infrastructure, Network/Telephony, Project Management, and Deskside Support / End User Support Services. This role is pivotal in managing executive-level relationships and serves as a central point of contact, striving to unify IT solutions across diverse functions, departments, and business lines. As a seasoned change leader, the Head of IT will effectively drive enhancements both within the team and at the organizational level.

Key Responsibilities

  • Guide IT strategic and operational planning to align with business objectives.
  • Collaborate with department leaders to comprehend business strategies, demands, and priorities, assisting in proposing programs/projects that advance those strategic aims.
  • Direct ongoing enhancements of systems and procedures.
  • Anticipate the impact of business strategy or policy changes on systems and processes.
  • Engage in the formulation of departmental IT budgets.
  • Support the development of business case justifications and cost/benefit analyses for IT expenditures and initiatives.
  • Evaluate the effectiveness of implemented solutions.
  • Coordinate consultations with senior stakeholders to define technology roadmaps and system requirements.
  • Foster strong relationships with senior business leaders, articulating risks, negotiating trade-offs, facilitating decision-making, prioritizing, and eliminating cross-team obstacles.
  • Work across organizational boundaries to manage communications and cultivate positive relationships.
  • Lead strategies for endpoint engineering, automation, and IT service management.

Required Qualifications

  • Bachelor's degree from an accredited institution or equivalent industry experience.
  • Preferred professional educational certificates in relevant fields, technical certifications, or equivalent experience.

Experience Requirements

  • Over 10 years of experience in managing and directing IT functions, with a focus on strategic planning and execution.
  • At least 8 years of experience in facilitating the development and implementation of business initiatives and projects.
  • Demonstrated experience in strategic IT planning, organization, and development.
  • Familiarity with waterfall, agile, and project management methodologies and systems.
  • Prior oversight of teams of up to 40 individuals.
  • Experience in leading desktop, field services, security/patch management, inventory asset management, virtual desktop support, Citrix, and remote support initiatives.
  • Knowledge of MECM (SCCM), Intune, AD Group Policy, ServiceNow, Jamf, Vulnerability Management, and Service Desk Management (ITSM/ITIL).

Skills and Abilities

  • Strong ability to listen and build rapport as a strategic partner within the business unit and with senior leadership and other functional IT teams.
  • Capability to align organizational vision with long-term thinking, creativity, and idea generation.
  • Judgment in knowing when to advocate for an agenda and when to allow situations to evolve.
  • Exceptional capacity to lead change through positive and collaborative methods.
  • Ability to set clear expectations with business partners and effectively utilize governance for a positive experience.
  • Understanding of business strategies and technology trends to deliver value.
  • Skill in identifying gaps and areas for improvement.
  • Effective communication skills with both technical and non-technical audiences.
  • Strong client service orientation, demonstrating proactivity and follow-through on commitments.
  • Experience collaborating with development teams to ensure optimal solutions are delivered on the first attempt.
  • Excellent organizational, multitasking, and problem-solving abilities, with clear and concise communication skills.
  • Self-motivated individual capable of working in a team environment and making complex decisions independently.
  • Proven ability to drive transformation and automation initiatives.
  • Skill in diplomatically identifying and resolving risks.