Assistant Director – Enterprise Service Desk

Assistant Director – Enterprise Service Desk

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications considered
• Minimum of 5 years leading an IT Service Desk or Help Desk, preferably within a financial or automotive vertical
• Minimum of 10 years’ experience working in IT support environment
• Experience reengineering or setting up service desks according to industry best practices
• Experience developing and maintaining formal processes and procedures for consistency and increased productivity
• Experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
• Experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness
• Experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs
• Experience developing a customer care philosophy that ensures customer satisfaction
• Experience analyzing service desk performance metrics through various statistical and reporting methods
• Experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy
• Experience managing team operating budgets

Responsibilities

• Lead the Service Desk Team: Partner with the Senior Director to mature and expand the ESD team’s capabilities as the team undergoes a transformation from Help Desk to Enterprise Service Desk. Drive the development of scalable support models and tools that anticipate the future needs of the organization.
• Build and Maintain a High-Functioning Team: Establish clear expectations and foster a high-performing culture within the ESD. Implement policies, standard operating procedures and frameworks to improve Service operations. Implement best practices aligned with IT Service Management (ITSM) frameworks such as ITIL, driving continuous improvement and ensuring the delivery of exceptional customer service.
• Expand Service Model: Enhance the existing team structure, ensuring the team can provide remote support using communication tools such as voice, chat and email. Collaborate with IT leadership to expand services, implement self-service tools, and introduce automation where appropriate.
• Mentor and Develop Staff: Manage and mentor the team, setting clear goals and expectations, and fostering a customer-centric, high-performance culture. Focus on team development, promoting growth opportunities, and ensuring continuous learning as new technologies are introduced.
• Drive Issue and Request Management: Oversee issue and request management, ensuring timely and efficient resolutions in line with Service Level Agreements (SLAs). Lead the team through complex troubleshooting and escalations as needed.
• Enhance Security and Compliance: Partner closely with InfoSec to align the team’s practices with the company’s security protocols. Work together to implement secure service processes, support incident response efforts, and ensure compliance with cybersecurity standards across all support activities.
• Collaborate Cross-Departmentally: Build strong relationships with other business and IT departments to understand their technology needs and ensure seamless support during the transition to new systems and processes. This includes partnering to build out a new knowledgebase for the teams to utilize.
• Monitor KPIs and Reporting: Track key performance indicators (KPIs), such as ticket response and resolution times, ticket trends and customer satisfaction. Provide regular reports and actionable insights to IT senior leadership to support data-driven decision-making.
• Contribute to IT Projects: Lead and participate in IT projects, such as new system implementations and technology rollouts. Ensure smooth transitions from project deployment to ongoing support, preparing the Service Desk to manage these changes effectively.
• Manage Work Board: Manage work intake process, prioritizing business and IT projects along with team initiatives.

Preferred Qualifications

• Transformational leadership experience
• Experience implementing and migrating to a new ITSM tool
• Knowledgebase build-out
• Service desk Institute (HDI) certification as a HDI Support Center Manager or Director certified is a plus
• Certification such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA) is a plus
• Any Identity Management software, Okta preferred
• Any Contact Center as a Service system experience, Genesys preferred