Senior IT Director for Service Excellence

5 days ago


Peabody, Massachusetts, United States Harvard Partners Trusted IT Advisors Full time

Company Overview:

Harvard Partners Trusted IT Advisors is a management consulting firm that helps companies maximize their IT investment. Our team of experts works closely with C-Suite and Technology teams to align technology strategy and organization with business goals.

About the Role:

We are seeking an experienced Senior IT Director to lead our Service Desk team and drive excellence in end-user services and infrastructure. The successful candidate will oversee the Incident Management process, manage technical support for end users, and ensure timely resolution of high-priority issues.

Responsibilities:

  1. Oversight of the Service Desk team and escalation point for high-priority requests and incidents
  2. Support and guidance on end-user issues and requests
  3. Mentorship and leadership for the team, driving performance and process improvement
  4. Monitoring ticket traffic to distribute workload evenly and meet SLAs
  5. Maintenance of Service Catalog and hardware standards for end users
  6. Review and approval of purchases for end-user hardware
  7. Communication of end-user notifications for planned maintenance and outages
  8. Oversight of executive support, including quarterly board meetings and earnings calls
  9. Establishment and maintenance of the Knowledge Base for end users and IT users

Requirements:

  • Relentless focus on user needs and experience
  • Problem-solving mindset - focusing on improving outcomes
  • Ability to work well within a busy environment
  • Able to work autonomously and delegate appropriately
  • Minimum of Bachelor's degree preferred

Salary Range:

$120,000 - $180,000 per year, depending on experience



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