Senior IT Director for Service Excellence
5 days ago
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:
- Oversight of the Service Desk team and escalation point for high-priority requests and incidents
- Support and guidance on end-user issues and requests
- Mentorship and leadership for the team, driving performance and process improvement
- Monitoring ticket traffic to distribute workload evenly and meet SLAs
- Maintenance of Service Catalog and hardware standards for end users
- Review and approval of purchases for end-user hardware
- Communication of end-user notifications for planned maintenance and outages
- Oversight of executive support, including quarterly board meetings and earnings calls
- 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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