Job Details:

Job Description:

About the Role:

Responsible for leading the delivery of IT support services to end users across the organization. This includes managing support teams, enhancing the user experience, ensuring the effective operation of the service desk, and implementing best practices for incident management, service requests, and problem resolution. This position will work closely with other IT leaders to align support strategies with organizational goals and technology initiatives. Strategic Leadership

• Contribute to the development of the end user support services strategy and drive the execution of that strategy.

• Define and standardize policies and procedures for IT support operations.

• Collaborate with IT leadership to ensure the seamless integration of end user support with broader IT initiatives.

Operational Management

• Oversee the daily operations of IT service desks and onsite support teams to ensure timely resolution of issues and service requests

• Develop and monitor service level agreements (SLAs) and key performance indicators (KPIs) for the support function.

• Ensure the implementation of tools and technologies to enhance the efficiency of support services, such as ticketing systems, remote support tools, asset management, and knowledge bases.

• Drive the execution of the escalation processes for major and high-priority incidents

User Experience and Engagement

• Promote a customer-centric culture within the support organization, focusing on user satisfaction and productivity.

• Establish regular feedback loops with end users to identify areas for improvement.

• Drive the development of self-service tools and resources to empower end users and reduce support demand.

Team Leadership and Development

• Lead, mentor, and manage the end user support services team, including hiring, training, and performance management.

• Foster a culture of continuous learning and professional development within the team.

• Encourage and facilitate collaboration and knowledge sharing across support staff.

Continuous Improvement

• Analyze support trends, metrics, and user feedback to identify areas for improvement and implement solutions.

• Stay up to date on emerging technologies and best practices in IT support to drive innovation.

• Ensure compliance with industry standards, organizational policies, and regulatory requirements.

Vendor Management

• Develop and manage the relationships with external vendors and service providers.

• Ensure vendor and service provider compliance to agreed upon service delivery and quality levels

Skills and Competencies

• Strong knowledge of ITIL frameworks and service management principles.

• Proven experience with IT support tools such as ticketing systems, remote support platforms, and endpoint management tools.

• Fundamental knowledge of M365 and infrastructure technologies such as networking, cloud computing, security, and data centers

• Exceptional communication and interpersonal skills, with a focus on user satisfaction.

• Strong analytical and problem-solving skills, with a proactive approach to challenges.

• Ability to manage multiple priorities in a fast-paced environment.

Qualifications:

Qualifications

• Bachelor's degree in information technology, Business Administration, or a related field (master's preferred). Related work experience will be considered in lieu of degree.

• 7+ years of experience in IT support or service management, with 3+ years in a leadership/Management role.

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