IT Director

At SherlockTalent, we are seeking a highly skilled and experienced IT Director to lead our End User Experience team. As a key member of our IT leadership team, you will be responsible for overseeing the day-to-day operations of Field Service, IT Service Desk, End User Computing, Mobility, and IT collaboration on a global level.

Key Responsibilities:

• Lead global teams providing IT service desk and technical end user support.
• Monitor for continuous service and process improvement.
• Develop, manage, measure, and report on key metrics, KPIs, including user satisfaction, average response time, mean time to repair, incident avoidance, call deflection, and end user productivity.
• Deliver End User Experience projects on time with high quality standards; operate within budget.
• Ensure "How To's" and FAQs are documented and organized in a knowledge repository for user reference.
• Coordinate and deliver technical support (Break/Fix) as needed for corporate, business, and other remote site events.
• Build and manage a world-class 24 x 7 Service Desk Team, including:
  • Workplace Remote Services
  • Workplace Field Services
• Drive service desk efficiencies, ITIL, and continual process improvement across the IT organization.
• PC Image Management.
• Migrate to Microsoft's Auto-Pilot to build profile-based images based on user roles.
• Image Delivery
• Application Packaging and Distribution
• Workstation Patching
• Promote self-service tools, automation, catalog of services, and the knowledge repository as mechanisms to improve service levels, end user satisfaction, and productivity.
• Perform trend analyses and develop action plans for improving productivity, service responsiveness, and cost efficiencies.
• Stay current in end user support, management, technologies, sourcing, compliance, policies, and procedures.
• Ensure standards are followed; provide evidence for internal and external audits.
• Oversee the provisioning, deployment, management, and tracking of all end user equipment and disposal.
• Establish & Manage device standards and user profiles for device deployment.
• Own and manage Hardware and Software Vendor management for vendors that play in this space (Microsoft, Lenovo, ITS, etc.).
• Own and manage eMail Messaging services (MS O365).
• Own & manage Mobility services.
• Own & manage Collaboration technology (End User facing) and Meeting experiences.
• Own and manage migration to standard cloud storage services (MS OneDrive).
• Develop service and business level agreements to set expectations and measure performance.
• Develop Risk Mitigation strategies and Business Continuity plans.
• Employee Onboarding, specifically as it aligns to ensuring user has all required technologies available on their Day One.
• Lead direct reports and their technical teams, provide challenging assignments, training, and career opportunities.
• Develop department goals, objectives, and operating budgets.
• Will be accountable for End User device budget and spend (approx. $4M per year). Including end-user productivity software (Microsoft O365) approx. $13M per year.

Qualifications:

• Bachelor Degree in Computer Science / Computer Engineering, Science or Business Administration.
• Relevant technical and process certifications (ITIL, HDI).
• 10+ years leadership experience within IT Operations; at least 5 years as a Director.
• Exceptional leadership skills, including the ability to supervise, lead, coach, motivate, and work through others to achieve desired results.
• Experience in project planning, implementation, and management.
• Experience supporting multi-OS platforms (Windows, MAC, Mobile); physical devices and VDIs.

Knowledge and Skills:

• Must be able to perform complex tasks and handle multiple priorities, and can perform exceptionally under high stress conditions.
• Ability to demonstrate a thorough understanding of Active Directory management, Group Policy, Deployment tools, Telecom systems, and Windows Server technology.
• Engaging person that builds relationships based on trust and delivering on promises.
• Strong customer service mindset and knows the meaning of service excellence.
• Demonstrated ability to manage multiple/disparate projects at the same time.