IT Director

We are seeking a highly skilled IT Director to lead our multisite Service Desk operations. The ideal candidate will have a proven track record of implementing automation strategies, driving operational improvements, and overseeing technological aspects within the department.

This role entails mentoring, motivating, and guiding a team to deliver exceptional customer service in a timely and efficient manner. The successful candidate will play a pivotal role in maintaining professionalism, fostering employee growth, and ensuring efficient IT Service Management practices.

• Oversight of the day-to-day operations of an Enterprise Service Desk Team supporting over 5000 users, including User onboarding/offboarding, Endpoint Management, Support Services, and MSP/Vendor management.
• Developing short and long-term strategies to automate activities where appropriate, employing Shift Left methodologies to execute work at the appropriate support level.
• Collaborating with IT Management on planning, monitoring, and supporting technology needs, including the deployment of applications, systems software, products, and/or enhancements to existing applications.
• Establishing and enforcing inventory procedures to track inventory throughout its entire lifecycle.
• Identifying trends and making recommendations for service improvements, analyzing daily, weekly, and monthly operational metrics, and providing continuous improvement of core functions.

• BS/BA degree in Business, Information Systems, or Computer Science, or related discipline, and/or a minimum of 5 years related work experience.
• 7 years managerial experience with an IT Service Desk focus, preferably at an enterprise level company.
• Experience planning and leading IT Service Desk process implementation, as well as continual improvement of existing processes.
• Experience working with pharmaceutical industry systems, manufacturing, and processes.
• 5 years of experience with ServiceNow ITSM suite, ITIL 4 Certification, strong leadership skills, excellent time management skills, and ability to balance multiple assignments and deadlines.

The estimated salary range for this position is $120,000 - $180,000 per annum, depending on qualifications and location.