Director IT Service Operations-ST
SwitchThink Solutions, Phoenix, AZ, United States
Director IT Service Operations-ST
The Director IT Service Operations leads the team responsible for our Service Desk operations for Desert Financial Credit Union and our CUSO clients addressing all computing needs in an efficient and effective manner. S/he leads a team of service desk professionals focused on delivering service excellence while building out a fully functional Network and Security Operations Center (NOC/SOC). The Director IT Service Operations also manages technical staff and vendors to ensure the successful implementation of the desktop computing infrastructure, device/asset management, ITSM administration, and conference room technologies to ensure high availability, reliability, and security of the computing environment. S/he contributes to the development of infrastructure standards and operational processes while actively participating in the setting of the overall information technology operational strategy to include life cycle management for all functional areas. What you will do here: Drives a culture of exceptional customer service. Ensures trouble tickets are assigned appropriately, contain accurate information, contain advanced troubleshooting steps, and are resolved in a quality and timely fashion. Monitors trouble tickets and follows up with assigned personnel to ensure timely resolution of issues. Ensures infrastructure and operational services are appropriately maintained and supported at all times. Provide optimal delivery of IT services and technologies for service areas while developing and maintaining productive client relationships. Drives a culture of performance and process improvement. Analyzes Service Management data and metrics to identify trends and areas for further investigation and potential improvement opportunities for operational excellence for service delivery. Develops communication of new processes to applicable stakeholders and identification of appropriate automation and process technology Provides Change Management governance including monitoring and reporting on change requests and providing status updates on implementation of change items. Additionally, organizes schedules and leads, facilitates and documents Change Approval Board (CAB) meetings. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department. Directs root cause analysis documentation and reporting. Analyzes problem data to identify key points of failure and partner with problem stakeholders to identify innovative solutions to prevent problems from recurring. Coordinates project staffing with Information Technology Management and develop policies and procedures for Operations Teams. Ensures that ITIL processes are defined, understood, and adhered to while administering our ITSM to meet client needs, internal operating standards, and service goals. Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements which includes effectively managing performance of the team as it relates to the entire Performance Management Cycle. Establishes and maintains relationships and agreements with vendor and 3rd party managed service providers. Perform other job-related duties as assigned What you will need: Associate's Degree, Trade, or Technical School- Computer or Management related degrees required. 7+ years of related experience in IT Service Desk operations required. 5+ years experience leading IT Operations required. Demonstrated success in transformational projects both at a departmental and enterprise level required. Advanced knowledge of and demonstrated expertise with computing infrastructure. Technically adept and knowledgeable with established relationships with key vendors, including Microsoft, Cisco, Dell, and other enterprise vendors required. Demonstrated ability to establish a rigorous computing infrastructure including integration with cloud IaaS, PaaS and SaaS solutions such as Microsoft Office 365 and Azure, Salesforce.com, and other service providers required. Demonstrated expertise in data reporting, metrics and analysis required. Demonstrated awareness of current trends and technology advances to provide direction to the team and ensure efficient and effective operations required. Excellent written and verbal communication skills required. Innovative problem solver required. Ability to interact with external clients and senior executives, with a client-first mentality required. Demonstrated ability to work in a fast-paced environment required. Demonstrated ability to work well within a team environment required. Expertise in enterprise service delivery roles and strategy required. Service Desk and Network/Security Operations Centers required. Microsoft Operating Systems required. ITIL Foundation required. ITIL Service Lifecycle required. ITIL Continual Service Improvement required. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
The Director IT Service Operations leads the team responsible for our Service Desk operations for Desert Financial Credit Union and our CUSO clients addressing all computing needs in an efficient and effective manner. S/he leads a team of service desk professionals focused on delivering service excellence while building out a fully functional Network and Security Operations Center (NOC/SOC). The Director IT Service Operations also manages technical staff and vendors to ensure the successful implementation of the desktop computing infrastructure, device/asset management, ITSM administration, and conference room technologies to ensure high availability, reliability, and security of the computing environment. S/he contributes to the development of infrastructure standards and operational processes while actively participating in the setting of the overall information technology operational strategy to include life cycle management for all functional areas. What you will do here: Drives a culture of exceptional customer service. Ensures trouble tickets are assigned appropriately, contain accurate information, contain advanced troubleshooting steps, and are resolved in a quality and timely fashion. Monitors trouble tickets and follows up with assigned personnel to ensure timely resolution of issues. Ensures infrastructure and operational services are appropriately maintained and supported at all times. Provide optimal delivery of IT services and technologies for service areas while developing and maintaining productive client relationships. Drives a culture of performance and process improvement. Analyzes Service Management data and metrics to identify trends and areas for further investigation and potential improvement opportunities for operational excellence for service delivery. Develops communication of new processes to applicable stakeholders and identification of appropriate automation and process technology Provides Change Management governance including monitoring and reporting on change requests and providing status updates on implementation of change items. Additionally, organizes schedules and leads, facilitates and documents Change Approval Board (CAB) meetings. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department. Directs root cause analysis documentation and reporting. Analyzes problem data to identify key points of failure and partner with problem stakeholders to identify innovative solutions to prevent problems from recurring. Coordinates project staffing with Information Technology Management and develop policies and procedures for Operations Teams. Ensures that ITIL processes are defined, understood, and adhered to while administering our ITSM to meet client needs, internal operating standards, and service goals. Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements which includes effectively managing performance of the team as it relates to the entire Performance Management Cycle. Establishes and maintains relationships and agreements with vendor and 3rd party managed service providers. Perform other job-related duties as assigned What you will need: Associate's Degree, Trade, or Technical School- Computer or Management related degrees required. 7+ years of related experience in IT Service Desk operations required. 5+ years experience leading IT Operations required. Demonstrated success in transformational projects both at a departmental and enterprise level required. Advanced knowledge of and demonstrated expertise with computing infrastructure. Technically adept and knowledgeable with established relationships with key vendors, including Microsoft, Cisco, Dell, and other enterprise vendors required. Demonstrated ability to establish a rigorous computing infrastructure including integration with cloud IaaS, PaaS and SaaS solutions such as Microsoft Office 365 and Azure, Salesforce.com, and other service providers required. Demonstrated expertise in data reporting, metrics and analysis required. Demonstrated awareness of current trends and technology advances to provide direction to the team and ensure efficient and effective operations required. Excellent written and verbal communication skills required. Innovative problem solver required. Ability to interact with external clients and senior executives, with a client-first mentality required. Demonstrated ability to work in a fast-paced environment required. Demonstrated ability to work well within a team environment required. Expertise in enterprise service delivery roles and strategy required. Service Desk and Network/Security Operations Centers required. Microsoft Operating Systems required. ITIL Foundation required. ITIL Service Lifecycle required. ITIL Continual Service Improvement required. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.