Regional IT Support Leader for North America

4 weeks ago

New York, New York, United States Reliance Resourcing Ltd Full time

Job Title: Regional IT Support Leader for North America

Job Summary:

The Regional IT Support Leader for North America is a senior-level role responsible for overseeing IT support services and leading IT projects across multiple offices, delivery centers, and locations within the region. Reporting to the Global CIO, this position is based in New York City and provides VIP IT support to the executive leadership team, including the CEO, while supporting over 3000 employees across the U.S.

Key Responsibilities:

1. Internal IT Support Services: Deliver high-quality IT support services throughout North American operations, ensuring business continuity and operational efficiency while adhering to global standards and adapting to local needs.

2. IT Service Management: Implement and maintain IT service management processes, including asset management, incident/request management, problem and change management, and availability and capacity management.

3. IT Projects: Lead regional IT projects focused on improving IT infrastructure and support services, ensuring projects are completed on time, within budget, and aligned with organizational goals.

4. Relationship Management: Cultivate relationships with key OEMs and vendors to negotiate contracts and secure optimal technical and financial agreements for North American IT operations.

5. VIP Support: Provide dedicated high-priority IT support to the CEO and executive leadership team, resolving any issues promptly and minimizing disruptions.

6. Collaboration: Work with global IT leaders to ensure regional IT strategies are aligned with global objectives, contributing to global IT initiatives, and collaborating on end-user support applications, infrastructure, and security services.

7. Leadership: Lead and manage the North American IT support team, promoting a collaborative, high-performance culture, mentoring and developing team members to enhance their skills and career growth.

8. Compliance and Best Practices: Ensure IT operations comply with internal policies and regulatory requirements, implementing best practices and maintaining security measures to protect IT assets and data.

9. Strategic Planning: Develop strategic plans for the North American IT support function, aligning with overall business goals, identifying potential risks, and continuously seeking opportunities for improvement and innovation.

Qualifications:

1. Educational Background: Bachelor's degree in Information Technology, Computer Science, or a related field.

2. Experience: 15-20 years of experience managing IT support services and projects across multiple locations, ideally in a regional or global capacity, with a background in IT services advantageous.

3. Technical Skills: Strong knowledge of Microsoft technologies, infrastructure (networks, servers, on-premise and cloud systems like Azure, AWS, OCI), and security hardware/software (e.g., SASE), familiarity with monitoring and service management tools such as ServiceNow and BMC.

4. Soft Skills: Excellent organizational and leadership abilities, strong communication and interpersonal skills, and the ability to manage multiple tasks in a fast-paced environment.

5. Additional Requirements: Proven experience in building relationships with OEMs and vendors, providing VIP support to senior leadership, and strategic problem-solving and decision-making abilities.

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