Senior Director of IT Support Services

3 weeks ago

Chattanooga, Tennessee, United States Kenco Group Full time
About the Position

The Senior Director of IT Support Services will be responsible for leading the IT Service Desk, Application Support, Change Management, IT Asset Management, Database Administration, and the IT Project Management Office (PMO). This role will ensure the availability, performance, resiliency, scalability, and security of complex, technical, customer-facing data center environments, preventing customer-impacting events. The individual will be responsible for service management processes to ensure quality, efficiency, and agility goals are achieved.

Key Responsibilities
  • 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 budgeting, forecasting, and financial reporting.
  • Develops and controls the annual operating expenditure (OpEx) and capital expenditure (CapEx) budgets for the Support Services function.
  • 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.
  • Provides Help Desk front-line, hands-on, technical support to staff both in-house and remote.
  • Tracks network, software, and hardware outages, impact to accounts, and communicates proactively.
  • Develops, manages, measures, and reports 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.
  • Leverages service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL), to drive continual process improvement.
  • Performs trend analyses and develops action plans for improving service timeliness and reducing costs.
  • Stays 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.
  • Manages the Change Management Process and Root Cause Analysis (RCA) Process.
  • Identifies and manages all IT assets that exist within the organization, including software licenses, SaaS apps, devices, servers, and other resources.
  • Manages 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).
  • Supports the development of a comprehensive and integrated IT Service Management (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.
  • Forecasts future skill and competency needs to acquire and develop an IT workforce.
  • 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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