Director, It Services And Support

About the Opportunity:

This leadership role oversees the enterprise service and support organization, managing regional field services managers and the technology service desk. The position implements and supports technology initiatives and collaborates closely with business executive management, IT business relationship managers, and IT leadership to define and achieve technology objectives.

Responsibilities:

• Oversee and manage leadership teams for Service Desk and regional Field Service support teams, activities, and resources

• Develop, implement, and refine remote and local support models to fulfill technology needs of employees and real estate agents

• Create, monitor, and measure service KPIs

• Ensure consistent, high-quality customer service standards across the environment

• Report support levels to IT and business leadership

• Recruit, retain, and coach staff for optimal performance

• Provide analysis and recommendations for department operating budget management

• Build and maintain an IT service catalog in collaboration with IT leadership

• Recommend, establish, and support systems-related policies, procedures, and standards

• Identify and drive service improvements with IT leaders, IT Business Relationship Managers, and business stakeholders

• Support project management for implementation of network, telecommunications, and endpoint systems initiatives

• Work with ticketing system administrator to identify and implement new opportunities for unified tracking systems

• Coordinate field technician assistance for other teams as needed

• Perform other duties as required

Requirements:

• Bachelor’s degree in information systems, computer science, or related field, or equivalent experience

• 10+ years’ experience leading an enterprise service and support organization

• 6+ years’ experience with enterprise-level incident tracking systems such as FreshService or BMC (Remedy or Helix)

• 3+ years’ experience with a call center voice platform (on-premise or hosted)

• Strong interpersonal and leadership skills

• Proficient analytical, problem-solving, and decision-making abilities

• Excellent project management skills, with ability to handle multiple projects

• Extensive knowledge of network and telecommunications theory and systems

• Ability to work occasional evenings or weekends as needed

Benefits & Perks:

• Medical insurance

• Health Savings Account

• Dental insurance

• Vision insurance

• Life Insurance

• Paid Vacation (PTO)

• 401(k) with employer match

• Flexible Spending Account

• Employee Assistance Program (EAP)

Compensation:

• $163,000 - $202,000 annually; actual wage is based upon education and experience

• Potential for annual discretionary bonus

Note:

“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”