Associate Director, Technology Service Delivery

The Opportunity

RS&H is seeking an Associate Director of Technology Service Delivery for the organization. Responsibilities include Onboarding/Offboarding, asset management, PC refreshes and new hire deployments, printer management, cell phone management, and has managerial responsibilities, including hiring, performance reviews, associate development and coaching, and retention efforts.

This position has direct and regular interactions with leaders across the firm, demonstrating strong relationship building skills and a customer-focused mindset. This position will include managing metrics and SLA's, providing reporting on a weekly and monthly basis to I&O leadership, and on a quarterly basis to Technology leadership.

To be successful in this role, you must:

• Manages the service delivery request function of Technology Service Delivery including on-boarding/off-boarding, Asset management, PC deployments and refreshes, printer management, cell phone management, and level 2 production application support.
• Manages the service request team. Sets expectations for and ensures an engaging and empowering work environment for the team, including communicating clear expectations and providing effective performance feedback through regular meetings, recognition, rewards, and coaching.
• Manages, develops, and trains the service request team. Helps define team goals and leads staff to achieving desired results.
• Ensures all processes used by the service request team are thoroughly documented, consistently audited, and regularly improved.
• Works directly with third party vendors to administrate accounts and assure uninterrupted daily operations of technology sub-systems, including reprographics and cellular communication services.
• Fosters cross-functional collaboration and relationships in support of one RS&H and our culture of caring.
• Provides input into the development of the department budget.
• Partner with 3rd party vendors to streamline and improve, through automation and leveraged partnerships to continuously improve our Service Delivery.
• Performs all other duties as assigned.

Qualifications:

• Typically requires a bachelor's degree in computer science or a related data science discipline, or equivalent combination of education and experience.
• Typically requires a minimum of 7 years of service desk administration, including experience leading others and proven experience solving business problems with analytical solutions, as well as experience in data mining and unstructured information analysis.
• Requires strong attention to detail and ability to manage a diverse workload with shifting priorities. Also requires the ability to take initiative, follow through, and maintain confidentiality.
• Must have excellent verbal and written communication skills, as well as strong interpersonal skills, with the ability to relate to and understand people in a courteous and professional manner.

If this sounds like the role for you and you're ready to join an amazing team, please apply.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

Please note: no agency representation or submissions will be recognized for this vacancy. Candidates should apply directly to this role to be considered. It is the responsibility of all third-party recruiting and employment agencies to know and adhere to our recruiting policy.