Chief Information Officer

1 week ago

Peabody, Massachusetts, United States Harvard Partners Trusted IT Advisors Full time
Job Title: Vice President, End User Services and Infrastructure

At Harvard Partners Trusted IT Advisors, we are seeking a highly skilled and experienced Vice President to lead our End User Services and Infrastructure team. As a key member of our IT functional area, you will be responsible for managing a team of internal and external resources that provide 24X7 technical support to end users across the US, Europe, and APAC regions.

Key Responsibilities:
  • Team Management: Oversee the Service Desk team and act as a point of escalation for management and the business on high-priority requests and incidents.
  • Technical Support: Provide support and guidance on End User issues and requests, ensuring timely resolution and communication with the business.
  • Leadership: Act as a mentor and leader for the team, driving performance and process improvement, and establishing a culture of excellence.
  • Service Management: Monitor ticket traffic to evenly distribute workload and ensure delivery to SLAs with the business, and maintain Service Catalog and hardware standards for end users.
  • Communication: Communicate end user notifications of planned maintenance and outages, and provide oversight of executive support, including quarterly board meetings and earnings calls.
  • Knowledge Management: Establish and maintain the Knowledge Base for end user and IT users, and act as an Incident Manager for high-priority issues to ensure timely resolution and communication with the business.
Requirements:
  • User-Centric Focus: Relentless focus on user needs and experience, with a problem-solving mindset and ability to see the bigger picture.
  • Leadership Skills: Ability to work well within a busy environment, work autonomously, and delegate appropriately, with a minimum of a Bachelor's degree preferred.
  • Technical Expertise: Strong technical knowledge and ability to keep ahead of digital and technology initiatives, with preferred experience with Office 365, SharePoint Online, Active Directory, Cisco Collaboration, Microsoft Teams, Wrike, and Azure.

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