Job Summary

Responsible for defining strategy, creating roadmaps, and building programs for workplace service delivery while also providing organizational and technical leadership to align workplace services to meet business and application needs. The Director will oversee the delivery of all End User related products and services, including End User device support, software deployment, ticket processing, Identity Access Management, and collaboration tools. The Director will need to constantly seek feedback from users across the organization and ensure the appropriate support model is in place to meet enterprise requirements and field support SLAs. This role has overall responsibility for the budget and performance of all IT initiatives, teams, and personnel related to Desktop Engineering, End User Services, Field Services, and Collaboration.

Job Responsibilities

• Shape and provide guidance on the delivery of all workplace products, including deployment of various end user software (e.g., Windows, O365, Citrix, SCCM, MDT, Zoom), and determine key SLA’s
• Provide direction and support in day-to-day operations of Barista (self-service helpdesk tool) and oversee activities related to ticket processing
• Provide oversight and efficiency opportunity recommendations to PC field services, deployment, retrieval, ticket processing and manage relationship with existing vendor(s)
• Define the strategy and help inform the selection of collaboration tools to fit business needs; Oversee the design and implementation of upgrades to collaboration tools
• Develop and enhance end user support processes aligned with industry best practices and end user feedback
• Identify, document, and implement end user related policies; ensure compliance with corporate policies, procedures, and standards
• Manage team performance, coach and mentor team members, and develop a succession plan for the group

Job Specific Qualifications

Required

• Bachelor's Degree in Information Systems, Computer Science, or similar field
• 10+ years of IT experience in leading helpdesk, end user support, field support, and/or IT service management
• Understanding of key processes, systems, tools, and best practices in end user device management, IT service management and collaboration tools
• Expertise in roadmap development, application selection, and integration of end user and collaboration products into existing enterprise technology landscape
• Knowledge of desktop, PC, and other end user device management systems and solutions
• Expertise in Windows, O365, Citrix, SCCM, MDT, Zoom, and AirWatch
• Ability to identify and execute cost savings opportunities, such as outsourcing and device rationalization
• Knowledge of market offerings of collaboration tools to compare with existing tools in the organization and provide appropriate recommendations
• Proven ability to influence and build positive and productive working relationships with all stakeholders to set standards and guidelines related to end user services
• Expert in interpreting and communicating technical information in business language and vice versa
• Ability to manage and work with external vendors, including vendor selection, evaluation, and contracting

Desired

• Master's Degree in Information Systems, Computer Science, or similar field
• Working knowledge of network / cloud topologies and security software
• Basic understanding of emerging technologies (e.g., AI and machine learning) and applicable use cases in end user services and collaboration tools
• Can anticipate change and effectively and efficiently deploy resources
• Able to take innovative approaches to problem solving
• Constructively challenges the status quo to increase the performance of IT
• Appreciates the value of quality and commercial acumen in delivering successfully for IT
• Identifies inspiring goals and objectives, then motivates and leads others towards them

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.