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Head of IT End User Services

2 months ago

Fort Worth, Texas, United States FlightSafety International Full time

About FlightSafety International

FlightSafety International stands as the leading provider of professional aviation training and the foremost supplier of flight simulators, visual systems, and displays for commercial, governmental, and military entities. The organization offers training for pilots, technicians, and various aviation professionals across 167 nations and independent territories. FlightSafety operates the largest fleet of state-of-the-art full-flight simulators and recognized maintenance training at Learning Centers and training sites in the United States, Canada, France, and the United Kingdom.

Position Overview

The Head of IT will oversee multiple teams within Infrastructure, Network/Telephony, Project Management, and Deskside Support / End User Support Services. This role is pivotal in managing executive-level relationships and serves as a primary point of contact, striving to unify IT solutions across various functions, departments, and business lines. As a seasoned change leader, the Head of IT will effectively and diplomatically foster enhancements within the team and at the organizational level.

Key Responsibilities

  • Drive IT strategic and operational planning to align with business objectives.
  • Collaborate with department leaders to comprehend business strategies, demands, and priorities, assisting in proposing programs/projects that support those strategic aims.
  • Lead ongoing enhancements of systems and procedures.
  • Forecast the impact of business strategy or policy changes on systems and processes.
  • Engage in the formulation of departmental IT budgets.
  • Support the development of business case justifications and cost/benefit analyses for IT expenditures and initiatives.
  • Evaluate the effectiveness of implemented solutions.
  • Coordinate consultations with senior-level stakeholders to outline technology roadmaps and system requirements.
  • Establish robust relationships with senior business leaders, articulate risks, negotiate trade-offs, facilitate decision-making, prioritize, and eliminate cross-team obstacles.
  • Collaborate across organizational boundaries to manage communications and cultivate positive relationships.
  • Direct the strategy for endpoint engineering, automation, and IT service management.

Required Qualifications

  • Bachelor's degree from an accredited institution or equivalent industry experience.
  • Preferred professional educational certificates in relevant fields, technical certifications, or equivalent experience.

Experience Requirements

  • Over 10 years of experience in managing and directing IT functions, with a focus on strategic planning and execution.
  • At least 8 years of experience in facilitating the development and implementation of business initiatives and projects.
  • Demonstrated experience in strategic IT planning, organization, and development.
  • Familiarity with waterfall, agile, and project management methodologies and systems.
  • Previous oversight of teams of up to 40 individuals.
  • Experience in leading desktop, field services, security/patch management, inventory asset management, virtual desktop support, Citrix, and remote support initiatives.
  • Proficiency with MECM (SCCM), Intune, AD Group Policy, ServiceNow, Jamf, Vulnerability Management, and Service Desk Management (ITSM/ITIL).

Knowledge, Skills, and Abilities

  • Ability to listen and build rapport as a strategic partner within the business unit and with senior leadership and other functional IT teams.
  • Capacity to align organizational vision with long-term thinking, creativity, and idea generation.
  • Skill in discerning when to advocate for an agenda and when to allow a situation to evolve.
  • Exceptional capability to lead change through positive and collaborative methods.
  • Proficiency in setting expectations with business partners and effectively leveraging governance for a constructive business partner experience.
  • Understanding of business strategies and technology trends to deliver value.
  • Aptitude for identifying gaps and areas requiring improvement.
  • Ability to communicate effectively with both technical and non-technical stakeholders.
  • Strong client service orientation, demonstrating proactivity and follow-through on commitments.
  • Experience in collaborating with development teams to ensure the right solution is delivered on the first attempt.
  • Excellent organizational, multitasking, and problem-solving skills, with the ability to communicate clearly and concisely in both written and verbal formats at all levels.
  • Self-motivated individual with a proven track record of making complex decisions swiftly and working autonomously.
  • Capability to drive transformation and automation initiatives.
  • Skill in diplomatically identifying and mitigating risks.