We are seeking a dynamic, transformational leader to join our team as the Senior Director of Corporate IT Service Desk. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations. This role is an excellent opportunity for someone who is passionate about:
Empowering self-service solutions-Enhancing user independence through intuitive self-service options.
Proactive and predictive support-Anticipating user needs and preventing issues before they arise.
Omni-channel experience-Providing seamless support across multiple communication channels.
AI and automation integration-Leveraging technology to streamline processes and improve efficiency.
Cultivating a stellar support team- Building and developing a team of top-notch support professionals.
Mastering shift-left with repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues.
Integrating Self-Healing and ITSM Flow- Implementing solutions that automatically resolve issues and optimize service management.
Key Responsibilities
Transformational Leadership: Inspire, motivate, and guide the service desk team to achieve their full potential while fostering a culture of continuous improvement and excellence.
Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.
Monitor and evaluate team performance, providing feedback and coaching for improvement.
Ensure service level targets are met and address all service-level complaints.
Apply creative thinking to drive automation goals and align with technology strategy.
Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.
Build strong relationships with leaders and stakeholders to command their attention.
Orchestrate effective communication and employee engagement initiatives.
Proactiveness: Anticipate potential issues and implement preventive measures.
Develop and execute a strategic plan for the service desk, aligned with organizational goals.
Collaborate with cross-functional teams for continuous improvement initiatives.
Proactively manage internal organization initiatives from ideation to execution.
Innovation: Continuously seek new ways to improve operations and enhance customer experience.
Stay updated with industry trends and emerging technologies.
Support the adoption of new technologies and tools.
Ensure information security and risk management are embedded within the culture.
Direct the secure operation and maintenance of corporate computing and networking infrastructure.
Provide subject matter expertise and manage external and internal collaboration projects.
Ensure change management best practices are followed for organizational initiatives.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
